How do I make this robot support ticket actionable? - fixture unloading

We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Universal Robots UR5e for fixture unloading with a molded connector body in a compact prototype production area and stops intermittently. My support report has been open for 53 days. The seller requested more information after receiving my phone video, and i need to understand what would narrow the fault down