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.

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.

@JamieBarnes0556 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

@PavelAdams0092 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.

@JamieBarnes0556 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.

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.

@JamieBarnes0556 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.

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

@PavelAdams0092 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.

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.

@BrunoBaker0452 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.