Our imported package uses Fairino FR5 for tray unloading with a machined polymer sleeve in a supervised tray handling cell. It stops intermittently.
I've been waiting 9 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?
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.
@WillBrown0922 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.
@WillBrown0922 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.
@AishaCarter1040 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.
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.
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.
You're right; I assigned the cause too early. Ask the package seller to coordinate tracing that confirmation across the interface, with both contacts involved as needed.