We bought an imported handling package from an unnamed seller through the Alibaba marketplace. It uses Fairino FR10 for tray unloading with a molded connector body in a supervised tray handling cell and stops intermittently. My support report has been open for 18 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down
Our imported handling package stops intermittently (tray unloading)
ChloeAllen0309 · 2026年9月1日 11:40 UTC
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@ChloeAllen0309 Have you captured the exact alarm before restarting? Also, does the stop happen before release, during it, or after it?
16分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
23分@ChloeAllen0309 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.
5分Worth leaving my original description visible? It's wrong, but deleting it might make the replies look odd
23分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.
2分@HarishAllen0315 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.
-1分I've checked our messages. Same gap here: each contact asks what the other said, but neither has assigned the test
8分@ChloeAllen0309 Given the missing confirmation, the gripper seems to be the source of the problem. I'd ask its support contact to lead the diagnosis.
18分@HarishAllen0315 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.
1分@RebeccaAli0256 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.
16分When you say the seller should coordinate this, do you mean Alibaba or the business that supplied the package through the marketplace?
15分