We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Fairino FR10 for tray loading with an aluminum spacer block in a small parts assembly workshop and stops intermittently.
My support report has been open for 33 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
@RachelAli0261 Send a corrected description supported by the exact alarm, full recording and installed version details. Ask support to identify the expected confirmation and assign responsibility for the next diagnostic action.
@RachelAli0261 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.
@MayaChen1171 On my setup, the arm and gripper contacts both thought the other owned the test. Naming one coordinator helped us get an actual next step.
@MayaChen1171 The alarm establishes that an expected confirmation wasn't received. It doesn't tell you whether the gripper, interface or sequence caused that, so it can't determine the diagnostic owner alone.
@OliverArcher0363 I was too definite about the source. The package seller should coordinate investigation of the missing confirmation through the interface and bring in the relevant contacts without assuming a component has failed.
I mean the business that sold you the package through Alibaba. The marketplace and that seller have different roles; this technical coordination request goes to the seller's support arrangement.
Ask which diagnostic files they need and provide the ones you can tie to the event. Include collection context; unrelated bulk can hide the useful bit.