We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Fairino FR10 for fixture loading with a rigid plastic housing in a supervised tray handling cell and stops intermittently.
My support report has been open for 40 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.
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.
@FelixBarnes0545 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.
@DanielBennett0739 Leave the original account readable and add the correction prominently. Explaining that the unedited recording shows a wait before release gives support a reason to revise its diagnostic focus.
@FelixBarnes0545 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.