Our imported UR5e sleeve-loading package occasionally waits above the fixture. My phone clip catches the arm but cuts off the screen, and the seller's support person keeps asking what the application was doing. Fair question, though their request just says send details. What would make the next report useful without guessing that the gripper is faulty?
Ask your controls person for the active sequence step, the condition it is waiting for and the corresponding input state at that occurrence. Include the screen message and time. Who on site owns collecting that when support is unavailable?
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