Our imported package uses Universal Robots UR5e for tray unloading with a rigid plastic housing in a small parts assembly workshop. It stops intermittently. I've been waiting 22 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?
@MinaArcher0424 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.
@MayaChen1171 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.
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.
@MayaChen1171 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.
@MinaArcher0424 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
@AishaCarter1040 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.
@OmarChan1100 I mean the business that sold you the package through Alibaba. The marketplace and that seller have different roles; this technical coordination request goes to the seller's support arrangement.
@MinaArcher0424 I've several logs but haven't established which capture the event. Is sending the entire collection useful, or should I narrow the attachment set?