We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Fairino FR5 for tray unloading with an aluminum spacer block in a compact prototype production area and stops intermittently.
My support report has been open for 43 days. The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
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.
@FarahChan1113 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.
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.
@FarahChan1113 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.
I now know how to make the support request actionable: provide the corrected event description and version details, then ask for diagnostic ownership. This resolves my reporting question while leaving the underlying fault open.