I can’t see how Ken and Jared can do anything to help while the people with the problem refuse to provide any data.
What is needed is at least SGP logs showing what SGP thinks is happening at the time the problem happens. Ideally ASCOM log for the same time showing tht communication between SGP and the mount.
The way to get these logs has been documented on this forum on many occasions.
My guess is that SGP is reading the tracking status or the isParked status and getting the response that the mount is not tracking or that it is parked. They quite correctly generate the message.
If that is the case then what should happen will depend on the state of the mount. If it really is not tracking thenthis needs to be fixed. If it is tracking but reporting that it isn’t than that would need to be fixed in the driver. Similarly for the isParked state.
But this is all speculation and nothing can be done without reliable information - and that means log files containing relevant data.