Not sure on this specific issue BUT, MCE tech support folks are human too and each person only knows what they know. Years ago I had an issue with a 4 bank of ibox cars randomly having a car go into the overhead overnight. I checked everything I knew, still happened so reached out to mce. Three or four times went through everything with them and no one could figure it out. Then talked to another tech support guy there who says , oh yeah that's a known software glitch with parking cars at a terminal floor I'll send you updated software. Easy as that.
I'd try reaching out a couple more times, trying to talk to different folks each time. Did you download the manual off their website?
