Our imported package uses Universal Robots UR5e for tray loading with a machined polymer sleeve in a small parts assembly workshop. It stops intermittently.
I've been waiting 37 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?
@AnnaAdams0155 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.
@AnnaAdams0155 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.
@GabrielBarnes0540 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
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
@AnnaAdams0155 Your next request is now tied to the event you captured. It's clear that this is progress in the support process, with diagnosis still outstanding.