You need to ask for your ticket to be escalated.
Initial support is usually nothing more than cut & paste responses, Bot/Ai generated based on keywords.
In house support is actually quite good, but it can take a bit to get there.
On the web app I have a bubble for my generator and it says it’s been on for over a month.
The generator was installed by the little old lady that owned the house before us and she only wanted the main floor powered, so my dedicated panel has a majority of the circuits with the ATS and the main panel has most of the basement. The install was verified by the person that helped me on my initial ticket and he was fantastic. I just need sense to figure out when the generator is on or not.
I would take the CT’s off the wires in the ATS switch and see if the bubbles go off. This would guarantee that it would be software related if the bubbles are still there. If the bubble goes off, they are on live wires.
I did misunderstand your layout. It appears everything is in the correct place/ direction. You have a critical loads panel. I suspect that the sense meter is in the wrong generator mode. It thinks you have a whole house generator and not a just powering a subpanel. Is this a new sense install or did you just add the generator ?
In your sense app… setting /my home / connected devices …under sensor sources. Generator… does it show that as “enabled”?