It is going to be beyond the understanding of customer support people, but they ought to be given clear information.
But really, there should simply have been a schematic of the correct cable, rather than two paragraphs saying what to leave connected and what to disconnect, while remaining silent about pin #6 ground.
RS485 Data+ and Data- are differential. They ought to be driven in opposite directions, so little to no return current has to go through ground. Will also work if just one is driven and other is held steady, because there is still a differential voltage between them, but that does push current elsewhere.
In a 5V system, three resistors in series between +5V and ground (or reference plane of circuit, not necessarily tied to earth ground) could be 1500 ohm, 100 ohm, 1500 ohm. 5V / (1500 + 100 + 1500) = 1.6 mA
1.6 mA x 100 ohm = 0.16V differential between data+ and data-
Common mode, they are centered about 2.5V, data+ is 2.66V, data- is 2.34V, allowing a couple volts offset or noise between devices while keeping the voltage in a range receiver can use. Unlike logic levels referenced to ground, where an offset in ground changes logic level.
Both ends have 100 ohm resistor, because a twisted pair of wires has about 100 ohms characteristic impedance. Any signal propagating down the wires is absorbed by the resistor, doesn't reflect back and get seen as another pulse.
Similar resistor values shown here:
en.wikipedia.org
View attachment 176383
TI's Thomas Kugelstadt offers a number of technical fixes for RS-485 bus signal polarity correction (POLCOR) in industrial control systems. POLCOR used to be rare. Now, it results...
www.electronicdesign.com
View attachment 176384
Common mode voltage can vary. But if it goes beyond power rails of receiver then it doesn't work:
Explore the benefits of the RS-485 communication protocol, including resistance to EMC interference and ease of configuration.
www.janitza.com
View attachment 176386
Ground should route with data+ and data-, ideally as a shield around them or at least another wire twisted with them.
data+ and data- are a pair of wires twisted together, which gives them 100 ohm differential impedance (more capacitance and less inductance when driven apart from each other). They interact less with ground.
www.invertekdrives.com
View attachment 176387
I don't worry about ground loops in AC power distribution, like ground wires in multiple conduit which come back together at another box and conduit also carries current. But the "ground" reference of logic, like "0V" in above diagram which goes from PCB in one box to PCB in another box, should not form a loop with AC power system. It is OK if just one device has it's PCB reference plane grounded, but if two do then AC ground current will flow through them and upset the data with common-mode voltage. Generally all logic and analog should be isolated from ground in most places. But you're stuck with whatever the vendors did inside. (Finding and fixing those things if designers did otherwise is my job at work.)
I once got a schematic from a colleague, an EE new hire in Bangalore. It had I2C data and clock wires between socket or board under test and header for USB/I2C adapter. I told him he should also connect the ground plane. He said it didn't need ground, got it from USB. When he visited some months later he gave me a test fixture board, which had copper wire added for ground. It might have sort of worked without that, if USB shield providing ground through a huge loop of wire, but subject to noise.
After that, he debugged and got working an RF amplifier board supplied by a vendor, following what he learned studying the RF board I designed. Sharp guy!