Our imported package uses Fairino FR5 for fixture loading with a machined polymer sleeve in a bench handling station. It stops intermittently.
I've been waiting 51 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?
Still waiting for useful help with fixture loading (Fairino FR5)
EmmaBaker0463 · 21 Apr 2026, 09:50 UTC
7 replies
Replying to EmmaBaker0463
Have you captured the exact alarm before restarting? Also, does the stop happen before release, during it, or after it?
21pointsReplying to TheoAli0236
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.
5pointsReplying to EmmaBaker0463
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.
19pointsReplying to TheoAli0236
@TheoAli0236 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.
13pointsReplying to EmmaBaker0463
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.
9pointsReplying to TheoAli0236
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.
13pointsReplying to EmmaBaker0463
That answers the reporting problem without claiming a repair. The corrected symptom gives the next request a useful focus.
19pointsAdd to the discussion
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