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DRV10974: Questions for DRV10974 failed to startup issue

Part Number: DRV10974

Hi Experts,

Our customer is using our DRV10974 to drive a BLDC motor, and they found there is around 1/500 probability for motor failed to startup. We captured the normal startup and abnormal startup waveform as below, can you help to analysis what's the root cause in here? It is a little bit urgent, please help to check it ASAP.

1. Motor normal startup waveform:

2. Motor abnormal startup waveform:

Customer's schematic and motor spec is as below, please help to check together:

Thanks.