Our imported package uses Fairino FR5 for tray loading with a machined polymer sleeve in a supervised tray handling cell. It stops intermittently.
I've been waiting 23 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?
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?
@RachelBrooks0870 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.
@RachelBrooks0870 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.
@RebeccaAli0256 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.
@RachelBrooks0870 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.
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.
@RachelBrooks0870 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.
@RebeccaAli0256 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.