We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Fairino FR5 for tray loading with a rigid plastic housing in a compact prototype production area and stops intermittently.
My support report has been open for 56 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
@NinaBaker0501 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.
@AmyAllen0293 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.
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.
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.
@NinaBaker0501 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.
@IsabelAbbott0039 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.
@GabrielBaker0453 The unnamed seller who supplied your package. Alibaba is the marketplace; your technical request here is to the seller and their support contacts.
@AmyAllen0293 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.
My filenames have that problem, and the initial clip was cropped too closely around the alarm. The missing lead-in contained the wait that helps explain the sequence.
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.