Still waiting for useful help with fixture unloading (Fairino FR10)

We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Fairino FR10 for fixture unloading with a machined polymer sleeve in a supervised tray handling cell and stops intermittently. My support report has been open for 45 days. The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down