Our imported package uses Universal Robots UR5e for fixture unloading with a rigid plastic housing in a small parts assembly workshop.
It stops intermittently.
I've been waiting 51 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?
@LinBrooks0792 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.
@LinBrooks0792 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.
@BethAdams0150 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.
@LinBrooks0792 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.
Our correspondence shows a similar coordination gap. Both contacts refer me back to the other's response, and I can't find an assigned owner for the test.
@TheoAli0236 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.