Our imported package uses Fairino FR10 for tray loading with a machined polymer sleeve 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?
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.
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.
@TheoChen1193 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.
I've got a usable next request now: the corrected alarm and clip, version details, and a named diagnostic owner. That settles how I'll approach support; the actual fault is still to be diagnosed.