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.

Correct the ticket with that alarm, the unedited clip and the installed versions. Ask which confirmation is missing and who owns the next diagnostic step.

@LucaChen1135 Worth leaving my original description visible? It's wrong, but deleting it might make the replies look odd.

Keep it with a clear correction. Explain that the full clip shows a pre-release wait; that tells support why the investigation needs to change direction.

@LucaChen1135 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.

@LeoAllen0275 I've checked our messages. Same gap here: each contact asks what the other said, but neither has assigned the test.

That missing confirmation points to the gripper, so its contact should take the diagnostic lead.

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.

@ThomasBennett0712 You're right; I assigned the cause too early. Ask the package seller to coordinate tracing that confirmation across the interface, with both contacts involved as needed.

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

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.

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?

Ask which diagnostic files they need and provide the ones you can tie to the event. Include collection context; unrelated bulk can hide the useful bit.

@LucaChen1135 In my support case, descriptive attachment names made it easier for both support and me to locate the relevant recording. Generic revision names had made the collection unnecessarily confusing.

@LeoAllen0275 I now know how to make the support request actionable: provide the corrected event description and version details, then ask for diagnostic ownership. This resolves my reporting question while leaving the underlying fault open.

Your next request is now tied to the event you captured. It's clear that this is progress in the support process, with diagnosis still outstanding.