We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Fairino FR5 for tray unloading with a machined polymer sleeve in a small parts assembly workshop and stops intermittently.
My support report has been open for 54 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
@HarishBennett0750 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?
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.
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.
@JonasArcher0372 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.
@HarishBennett0750 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.
@JonasArcher0372 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.
My report is more specific because I can identify the alarm and the wait before release. Support still needs to define how the investigation should proceed.
@HarishBennett0750 The alarm and sequence position improve the report, but the investigation remains incomplete until support identifies the next action.