From the response, that's what it sounded like the remote support person was expected to have done. From watching the video, it appeared that the remote assist

From the response, that's what it sounded like the remote support person was expected to have done. From watching the video, it appeared that the remote assistance was hitting some sort of "reset/retry" option when they should have been hitting the "unlock/turn off" option. That'd perfectly explain why the car would suddenly start trying stuff again once the roadside crew got close (and why it kept cancelling the roadside call).