We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Universal Robots UR5e for tray unloading with an aluminum spacer block in a bench handling station and stops intermittently.
My support report has been open for 18 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
Correct the ticket with that alarm, the unedited clip and the installed versions. Ask which confirmation is missing and who owns the next diagnostic step.
Should I preserve the original report when I correct it? Removing that wording might make it difficult to understand why support's existing replies focused on a drop.
@LucaChan1048 Leave the original account readable and add the correction prominently. Explaining that the unedited recording shows a wait before release gives support a reason to revise its diagnostic focus.
@GabrielArcher0366 My report is more specific because I can identify the alarm and the wait before release. Support still needs to define how the investigation should proceed.