We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Universal Robots UR5e for tray loading with a rigid plastic housing in a small parts assembly workshop and stops intermittently.
My support report has been open for 8 days. The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down
Support asked for more information. Which information?
AnnaAdams0155 · 10 Jul 2026, 19:51 UTC
4 replies
Replying to AnnaAdams0155
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?
12pointsReplying to BenChan1066
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
17pointsReplying to AnnaAdams0155
@AnnaAdams0155 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.
2pointsReplying to BenChan1066
Worth leaving my original description visible? It's wrong, but deleting it might make the replies look odd
17pointsAdd to the discussion
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