Hi Anastasiia,
in such cases, I would recommend to open customer incident. Support colleagues have much more options to follow up on the issue.
Btw. Independent of your log level all issues (exceptions) are stored in trace files - you should backup them and then make a text search for the log id (e.g. 2e4e51b1-1fc3-4b5c-a6cc-72b83623c86e)
Then you should see more information - and this is also helpful for support colleagues.
Karol