@LeoChen1145 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.

@LeoChen1145 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.

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.

@LeoChen1145 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.

Given the missing confirmation, the gripper seems to be the source of the problem. I'd ask its support contact to lead the diagnosis.

@LeoChen1145 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.

I was too definite about the source. The package seller should coordinate investigation of the missing confirmation through the interface and bring in the relevant contacts without assuming a component has failed.

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.

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.

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.

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

@NoraCarter1018 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.

Should they keep reproducing it until support can watch? Or is the captured event enough to start with?

@HazelBrooks0832 The existing event is enough to begin the diagnostic discussion. Further tests on the equipment should follow a procedure defined by the responsible support or integration person, accounting for the held workpiece.

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.