We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Universal Robots UR5e for fixture loading with a rigid plastic housing in a compact prototype production area and stops intermittently. My support report has been open for 48 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
@CarlaBarnes0575 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.
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
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
@CarlaBarnes0575 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.
@LouisAli0224 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.
@CarlaBarnes0575 You're jumping from a missing signal to a failed component. It could be the interface or sequence. The alarm doesn't assign ownership by itself.
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
@CarlaBarnes0575 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.