We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Fairino FR10 for tray unloading with a rigid plastic housing in a small parts assembly workshop and stops intermittently. My support report has been open for 26 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
@JuliaBrown0935 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.
@DavidAllen0345 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.
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.
@DavidAllen0345 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.
@JuliaBrown0935 My own support case stalled because the robot and gripper contacts each expected the other to arrange the test. A named coordinator clarified who would organise the next action.