Our imported package uses Fairino FR10 for fixture loading with an aluminum spacer block in a supervised tray handling cell.
It stops intermittently.
I've been waiting 55 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?
@NoraCarter1018 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?
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.
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.
@NoraCarter1018 Leave the original account readable and add the correction prominently. Explaining that the unedited recording shows a wait before release gives support a reason to revise its diagnostic focus.
@SaraCarter0983 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.
The alarm establishes that an expected confirmation wasn't received. It doesn't tell you whether the gripper, interface or sequence caused that, so it can't determine the diagnostic owner alone.
I was too definite about the source. The package seller should coordinate investigation of the missing confirmation through the interface and bring in the relevant contacts without assuming a component has failed.