Our imported package uses Fairino FR5 for tray unloading with a machined polymer sleeve in a small parts assembly workshop. It stops intermittently. I've been waiting 15 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?
The alarm text and sequence position would help focus your report. Do you've the alarm as displayed before restart, and can you place the stop relative to release?
@EmmaArcher0376 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.
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.
@EmmaArcher0376 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 organize the next action.
@VictorBell0620 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.