We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Universal Robots UR5e for fixture unloading with an aluminum spacer block in a small parts assembly workshop and stops intermittently.
My support report has been open for 18 days. The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
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.
@WillBrown0922 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.
@WillBrown0922 Leave the original account readable and add the correction prominently. Explaining that the unedited recording shows a wait before release gives support a reason to revise its diagnostic focus.