Starting collection for support case stuck

Hi All,

We have 2 stuck devices in our supportassist which have the status of "Starting colleciton for support case" and don't seem to proceed at all. These devices are like this for a couple of weeks and one doesn't even have an active case. there also isn't a way to clear this status or remove the devices (and try to re-add them). I have tried restarting the service and database but it seems i'm unable to clear the task.

device itself has a status of "succes" and is properly connected. i have verified the IDRAC itself and no collections or tasks are present in the queue.

any advice?