Traktor Pro 3 deck A stopped play

Kapaznik

Hello,
I'm helping to many of my friends with Traktor and this week only I heard about a strange problem that happened to 2 of my friends,
during gig, deck A stopped from playing and no sound came from this deck, both users using S2MK3 and using the latest version of Traktor (3.11.1), also both laptop are 16RAM and one of them with intel i7 gen12 and the other is macbook pro M1,
this problem is very huge problem and both of them are now considering to leave NI, anyone heard about this problem before? maybe there is a solution?
There is a video of the problem:
https://vimeo.com/968675380/a4ebcd94eb?share=copy