From notes : Happened when customer updated from : 18.107.2 to 18.211.2
Customer opened a case, but since they downgraded again to 18.107.2 the problem is not there (only once in a while).
The only way for support to troubleshoot the problem was for the customer to upgrade again, and do "realtime" troubleshooting with support on the phone.
But from what I can see, they have not gotten around to that yet, and I think vacation set in, and the case was closed.
I guess they will re-open the case, and do some realtime troubleshooting after the vacation is over, and a service window can be found.
Sorry for not having any better news for you.