Our imported package uses Fairino FR5 for tray unloading with an aluminum spacer block in a small parts assembly workshop. It stops intermittently.
I've been waiting 39 days since reporting it to the unnamed seller we bought from through Alibaba. I sent a phone video; they asked for more information.
Fair, but what would actually help?
The alarm text and sequence position would help focus your report. Do you've the alarm as displayed before restart, and can you place the stop relative to release?
I now have the alarm indicating a missing process confirmation. Reviewing the unedited video places the wait before release, so my original description of a dropped workpiece was inaccurate
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.
@AnnaAdams0155 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.
@LeoAllen0275 My own support case stalled because the robot and gripper contacts each expected the other to arrange the test. A named coordinator clarified who would organise the next action.