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.

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.

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

@YasminChen1137 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 organize the next action.

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

@YasminChen1137 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.

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

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

Ask which diagnostic files they need and provide the ones you can tie to the event. Include collection context; unrelated bulk can hide the useful bit

I labeled my own attachments by what they showed, not 'new video final'. A small kindness to the person opening the ticket, and to myself.

Guilty of the 'final' filenames. I also cut the original clip too tightly; it lost the wait leading into the alarm.

@TobyChan1101 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.

Would diagnosis require repeated attempts while support observes, or can the existing alarm and full recording support the next step?

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 ask for one named owner, the confirmation they want traced and the exact files needed. That's a request I can actually follow.