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 compact prototype production area and stops intermittently. My support report has been open for 14 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down
@RosaCarter0988 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.
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.
@KaiAbbott0019 On my setup, the arm and gripper contacts both thought the other owned the test. Naming one coordinator helped us get an actual next step.
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
@LucaAllen0265 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.
Have support identify the required diagnostic files, then associate the supplied files with the recorded event and explain how they were collected. A large unrelated collection can make the relevant evidence harder to find.
@KaiAbbott0019 I labeled my own attachments by what they showed, not 'new video final'. A small kindness to the person opening the ticket, and to myself.