UR5e connection guide names a panel absent from our supplied package

The guide shows an added enclosure. Our package has a different enclosure with different external markings. That is the part the installer cannot match.

Then identify that enclosure separately from the robot and controller. A correct robot order does not describe every added package assembly.

I have its label and an overview photograph ready. The first request only named the robot and controller, so it did leave that extra assembly ambiguous.

Send the enclosure identity with the cable markings, overall arrangement and the guide revision, then ask the technical contact to identify the applicable connection documents for that supplied combination. Your installer has already given you a concrete unanswered question. I would put it in the first paragraph rather than let another list of correct order labels bury it. And keep the setup on hold while the installer reviews the answer; a similar-looking panel in a different manual is not a sound basis for guessing connections.

Has sales named a technical person who can answer that assembly question, rather than only forwarding it?

There is a support address, but no named technical owner yet. I have asked sales to connect the installer with whoever supplied the enclosure.

That should help. Ask the installer to specify the missing connection detail directly, so the technical person does not answer with another general package brochure.

Aaron, agreed. Keep the received guide in the enquiry too, with the exact page identified. It shows why the supplied instructions leave the installer unable to proceed.

Does the enquiry make clear that the supplied enclosure itself is still unidentified by their documents, Mina?

Yes. The installer has named the enclosure and the missing connection mapping beside that guide page. Sales has acknowledged the revised enquiry, but no applicable document has arrived.

I have also kept the order description separate from the technical question in our internal note. The equipment labels matching was never the installer's unresolved point.

Good. When the document arrives, have the installer confirm that it covers the actual enclosure and cable arrangement, not just that it is a different PDF. That will give you a meaningful end to this particular question.