@IsabelBrooks0822 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

@RosaCarter0988 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

@RosaCarter0988 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.

@IsabelBrooks0822 My own support case stalled because the robot and gripper contacts each expected the other to arrange the test. A named coordinator clarified who would organise the next action.

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

@RosaCarter0988 Given the missing confirmation, the gripper seems to be the source of the problem. I'd ask its support contact to lead the diagnosis.

@IsabelBrooks0822 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.

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.

When you say the seller should coordinate this, do you mean Alibaba or the business that supplied the package through the marketplace?

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.

Would you send every log I've? There are lots, and I don't know which ones cover the stop

@RosaCarter0988 Have support identify the required diagnostic files, then associate the supplied files with the recorded event and explain how they were collected. A large unrelated collection can make the relevant evidence harder to find.

@IsabelBrooks0822 The missing confirmation and pre-release wait narrow my report. I still need support to identify the next diagnostic step

@RosaCarter0988 The alarm and sequence position improve the report, but the investigation remains incomplete until support identifies the next action.