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.

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.

@TheoAli0236 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.

I've got a usable next request now: the corrected alarm and clip, version details, and a named diagnostic owner. That settles how I'll approach support; the actual fault is still to be diagnosed.

That answers the reporting problem without claiming a repair. The corrected symptom gives the next request a useful focus.