We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Universal Robots UR5e for fixture loading with a machined polymer sleeve in a compact prototype production area and stops intermittently.
My support report has been open for 35 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.
@MinaAllen0337 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.
@MinaAllen0337 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.
@MayaBarnes0562 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.