We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Fairino FR5 for tray unloading with a rigid plastic housing in a supervised tray handling cell and stops intermittently.
My support report has been open for 20 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
The alarm text and sequence position would help focus your report. Do you have 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.
@ZaraBell0656 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.
@RebeccaBaker0517 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.
@RebeccaBaker0517 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.
@LinBaker0444 My report is more specific because I can identify the alarm and the wait before release. Support still needs to define how the investigation should proceed.