Our imported package uses Universal Robots UR5e for tray loading with a machined polymer sleeve in a supervised tray handling cell.
It stops intermittently.
I've been waiting 44 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?
Getting past 'please send details' for Universal Robots UR5e
AlexBaker0472 · 14 Apr 2026, 01:45 UTC
7 replies
Replying to AlexBaker0472
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?
8pointsReplying to IsaacBell0694
@IsaacBell0694 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.
13pointsReplying to AlexBaker0472
@AlexBaker0472 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.
21pointsReplying to IsaacBell0694
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.
8pointsReplying to AlexBaker0472
@AlexBaker0472 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.
23pointsReplying to IsaacBell0694
@IsaacBell0694 My report is more specific because I can identify the alarm and the wait before release. Support still needs to define how the investigation should proceed.
18pointsReplying to AlexBaker0472
@AlexBaker0472 A narrower report helps. You're still waiting on a diagnostic step, though, so partial is accurate.
12pointsDiscussion closed
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