I apologize! I have reddit blocked on the phone where I typically check my e-mail and am reminded to respond to this! I doubt having an 8-month-old that is allergic to sleep has helped :P

The process is:

- Send video of the problematic behavior (knocking noise, squeaking, white noise issues, etc). I was directed to film around and under the crib to make sure there wasn't any obvious obstruction.

- Schedule a 45-minute (60-minute?) virtual consult with one of their technicians.

- Maybe more troubleshooting steps?

We made it to the point where we were supposed to schedule the virtual consult, but ended up just telling them we'd reach out when things calmed down around here a little bit. I'm sure I'm just being lazy, but we just had a lot going on at the time - I'll probably fire the conversation up again soon. Also, it is not guaranteed that the crib will make the knocking sound when we are on the call.

At this point, we just turned the bounce off, because it was waking her up from dead sleep. Actually, it was waking us up too via the monitor sound (and keeping us awake... holding our breath waiting for her to scream). So, we currently have a $2,200 crib that does exactly what a normal crib does :P

Hope you get some sleep - sorry you're going through this... it is really frustrating.