In order to reproduce the issue Cinegy Support is in need for all available system and software information (including logs and dumps) which you can collect on your side with the help of Cinegy Support Tools (https://open.cinegy.com/products/support-tools/10.5/).
You can download Cinegy Support Tools from Utilities and Addons page on the Cinegy web-portals:

https://partner.cinegy.com/downloads/utils/Cinegy_Support_Tools_10.5  

or

https://my.cinegy.com/index.php/download/utilities-and-addons/category/125-cinegy-support-tools-10-5. 

After installation of "Cinegy Support Tools", just launch Cinegy Reporting Tool, select Advanced mode and choose System information and corresponding software (Cinegy Air PRO, Playout, etc.) to be included in the report.

The resulting file with extension *.7z you can upload to our ftp server.