Dear User,
Thank you for replying.
It seems that a detailed level investigation is needed in your environment as the generic were not helpful. For this, you should reach our support team to work on it.
If you have already contacted the support team using the portal at https://supportportal.gemalto.com/csm/ then please share the case incident generated for the same with us to expedite the process.
You can also alternatively email your concern to our email address technical.support@gemalto.com .
Thanks & Regards,
Parth Kaushik