Our imported package uses Universal Robots UR5e for tray unloading with an aluminum spacer block in a compact prototype production area. It stops intermittently. I've been waiting 18 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?
@JonasBrooks0807 Captured it: missing process confirmation. The unedited video shows a wait before release. I'd described it as a dropped part, which didn't help
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.
@JonasBrooks0807 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.
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.
@JonasBrooks0807 When you say the seller should coordinate this, do you mean Alibaba or the business that supplied the package through the marketplace?
Ask which diagnostic files they need and provide the ones you can tie to the event. Include collection context; unrelated bulk can hide the useful bit.