If you need assistance with a support issue we may ask you to send us the Case File so that we open the Case File on a test iPad connected to a debugger. If we can reproduce the issue and see what is happening we may be able to advise you how to solve it, or come up with an update that can address the issue.
Here's how you can share a Case File: https://support.litsoftware.com/hc/en-us/articles/360058503134-VIDEO-Backing-Up-and-Sharing-Case-Files