We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Universal Robots UR5e for fixture unloading with a machined polymer sleeve in a small parts assembly workshop and stops intermittently.
My support report has been open for 13 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
Correct the ticket with that alarm, the unedited clip and the installed versions. Ask which confirmation is missing and who owns the next diagnostic step.
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.
Keep it with a clear correction. Explain that the full clip shows a pre-release wait; that tells support why the investigation needs to change direction.
@DineshAdams0125 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.
@DineshAdams0125 You're jumping from a missing signal to a failed component. It could be the interface or sequence. The alarm doesn't assign ownership by itself.
@JamieBrooks0817 You're right; I assigned the cause too early. Ask the package seller to coordinate tracing that confirmation across the interface, with both contacts involved as needed.