We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Universal Robots UR5e for tray loading with a machined polymer sleeve in a supervised tray handling cell and stops intermittently. My support report has been open for 50 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've the alarm as displayed before restart, and can you place the stop relative to release?
@YasminArcher0354 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.
@DavidAllen0345 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.
@DavidAllen0345 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.
@YasminArcher0354 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 organise the next action.
@OliverAbbott0015 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.
@YasminArcher0354 The alarm establishes that an expected confirmation wasn't received. It doesn't tell you whether the gripper, interface or sequence caused that, so it can't determine the diagnostic owner alone.
@JackAli0254 I was too definite about the source. The package seller should coordinate investigation of the missing confirmation through the interface and bring in the relevant contacts without assuming a component has failed.
@AmaraBell0687 The unnamed seller who supplied your package. Alibaba is the marketplace; your technical request here is to the seller and their support contacts.
Ask which diagnostic files they need and provide the ones you can tie to the event. Include collection context; unrelated bulk can hide the useful bit.
In my support case, descriptive attachment names made it easier for both support and me to locate the relevant recording. Generic revision names had made the collection unnecessarily confusing.
My report is more specific because I can identify the alarm and the wait before release. Support still needs to define how the investigation should proceed.