We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Universal Robots UR5e for tray loading with a molded connector body in a compact prototype production area and stops intermittently.
My support report has been open for 5 days. The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down
Universal Robots UR5e: Still waiting for useful help with tray loading
OwenBennett0747 · 7 Aug 2026, 04:11 UTC
5 replies
Replying to OwenBennett0747
@OwenBennett0747 Have you captured the exact alarm before restarting? Also, does the stop happen before release, during it, or after it?
22pointsReplying to YasminChen1137
@YasminChen1137 Captured it: missing process confirmation. The unedited video shows a wait before release. I'd described it as a dropped part, which didn't help
19pointsReplying to OwenBennett0747
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
4pointsReplying to YasminChen1137
The missing confirmation and pre-release wait narrow my report. I still need support to identify the next diagnostic step
23pointsReplying to OwenBennett0747
A narrower report helps. You're still waiting on a diagnostic step, though, so partial is accurate
13pointsAdd to the discussion
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