@AnnaAdams0155 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.

@DanielBennett0739 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

@AnnaAdams0155 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.

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

@AnnaAdams0155 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.

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.

That missing confirmation points to the gripper, so its contact should take the diagnostic lead

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

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?

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

@AnnaAdams0155 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.

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.

@DanielBennett0739 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.

@LeoBrown0884 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

@AnnaAdams0155 I'll make the next request specific: assign a diagnostic owner, identify the confirmation to trace and list the required files. That should give me a concrete action to carry out.