I get your reasoning about the issue.
But support are suggesting a path forward, and you decide not to take it, and support isn’t really helpful? Good going .
Software issues are not always about logic and reason. Software development is a mess which makes early prototypes into market-ready products by declaring them as such and later rather puts multiple layers of plaster on cracks in the foundations (software developers will rightfully argue that mostly not software developers will do this, but marketing departments and decision makers).
It’s not an industry producing predictable results based on sound principles and techniques. The principles and techniques are there, but they are not followed and used to ultimately meaningful effect, because there’s no reason to. The quick-and-dirty approach saves time and money, the products sell nonetheless and nobody’s getting held accountable for conceptual inadequacy, so the system is broken and will not get better any time soon.
Just my two cents.
Long story short: There can be unpredictable, erratic and plain illogical behaviour in software, even more probably so in a conglomerate of multiple complex components forming an OS.
You will not get far operating on the requirement that it all has to make sense .
If no App immediately turns out to be the culprit, a factory reset will be a sound way forward.