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.

@ElliotAdams0161 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.

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.

@ElliotAdams0161 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.

@ElliotAdams0161 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.

Would you send every log I've? 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.

@ElliotAdams0161 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.

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

@RosaCarter0988 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.

My report is more specific because I can identify the alarm and the wait before release. Support still needs to define how the investigation should proceed

A narrower report helps. You're still waiting on a diagnostic step, though, so partial is accurate.