@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.

@RachelAllen0348 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.

@IsabelBrooks0822 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.

@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.

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.

@RachelAllen0348 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.

@IsabelBrooks0822 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.

@IsabelBrooks0822 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?

@RachelAllen0348 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.

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.

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.

Attach the full recording even if you include a short excerpt to highlight the symptom. The lead-in you found is relevant to understanding how the alarm arose.

@IsaacBrooks0868 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.

@RachelAllen0348 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.