We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Fairino FR10 for tray loading with a rigid plastic housing in a supervised tray handling cell and stops intermittently.
My support report has been open for 46 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
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.
@FelixArcher0371 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.
@BethBrown0933 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.