Getting past 'please send details' for Universal Robots UR5e

@MinaArcher0424 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.

@MayaChen1171 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.

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.

@MayaChen1171 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.

@MinaArcher0424 On my setup, the arm and gripper contacts both thought the other owned the test. Naming one coordinator helped us get an actual next step

@JaneAdams0162 I've checked our messages. Same gap here: each contact asks what the other said, but neither has assigned the test.

Given the missing confirmation, the gripper seems to be the source of the problem. I'd ask its support contact to lead the diagnosis.

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.

@AishaCarter1040 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.

@MinaArcher0424 Is that Alibaba support, then? I'm muddling the seller and the place you bought it

@OmarChan1100 I mean the business that sold you the package through Alibaba. The marketplace and that seller have different roles; this technical coordination request goes to the seller's support arrangement.

@MinaArcher0424 I've several logs but haven't established which capture the event. Is sending the entire collection useful, or should I narrow the attachment set?