@FarahBarnes0591 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.

@LeahChen1191 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.

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.

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.

@FarahBarnes0591 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.

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.

@CallumAbbott0012 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?

The unnamed seller who supplied your package. Alibaba is the marketplace; your technical request here is to the seller and their support contacts.

@FarahBarnes0591 Would you send every log I've? There are lots, and I don't know which ones cover the stop.

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.

@FarahBarnes0591 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.

@OliverAbbott0015 My filenames have that problem, and the initial clip was cropped too closely around the alarm. The missing lead-in contained the wait that helps explain the sequence.

Keep the unedited copy with the ticket. A shorter excerpt can point to the issue, but support needs the lead-in you've just identified.

Should they keep reproducing it until support can watch? Or is the captured event enough to start with?

Start with what's captured. Any further equipment test needs a defined procedure from the responsible support or integration person, especially with a workpiece still held.

I'll make the next request specific: assign a diagnostic owner, identify the confirmation to trace and list the required files. That should give me a concrete action to carry out.