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.

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.

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

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.

@LucaBarnes0526 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.

Our correspondence shows a similar coordination gap. Both contacts refer me back to the other's response, and I can't find an assigned owner for the test.

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

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.

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.

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 have several logs but haven't established which capture the event. Is sending the entire collection useful, or should I narrow the attachment set?

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.

Correcting the symptom hasn't yet produced an agreed next step with support. We still lack a diagnostic action and the underlying issue is unresolved.

The corrected account is useful, but it hasn't resolved the lack of an agreed diagnostic action. Leaving the fault open reflects that.