I've our Universal Robots UR5e delivery from an unnamed seller in China, and its outside labels agree with what we ordered for positioning test pieces on a bench. The supplied guide doesn't match the connections around the supplied tool interface. I've waited 36 days for useful clarification and haven't powered the setup.
Does your support message include the arm and controller identifiers, a photo of the connections, and the relevant manual page? Those would make the mismatch easier to locate.
I've got both identifiers and a photo of the supplied tool interface. The drawing's visibly different. Even the filename gives me no controller configuration to go on.
@AnilBennett0723 Send that material together and ask which document applies to your exact configuration. Leave the setup unpowered until the connection question is answered.
An independently verified maker contact is worth asking about the correct manual. Their ability to identify it doesn't automatically mean they'll handle the seller's support commitment.
@AnilBennett0723 Because the equipment labels match your order, the wrong manual seems to be the issue. Request the configuration guide that belongs with the package you received.
Agreed, my wording was too definite. The request should cover the hardware configuration as well as the matching document, not merely a replacement file.
I still don't have confirmation that these connection instructions apply to our hardware. Our setup is staying unpowered until that question is answered.