Our imported package uses Universal Robots UR5e for fixture loading with a molded connector body in a bench handling station. It stops intermittently. i've been waiting 53 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?
@AmyBrown0902 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?
@BenChan1066 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.
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.
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.
@BenChan1066 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.