FB Customers History is not showing in historylinks

Telenor is facing an issue where they are not able to see the customer conversations from the HistoryLinks as the conversations are available in the FB page console 

I have checked from the Reporting DB and it seems that transcripts are not updating properly 

Please find the attached samples for Sam Ramses and Kanwal Rehan customers 

Sam Ramses History link: https://tpchat.mindbridge.co//chat/history.html?chatId=LXV2UGtpS1RlYUFwWFRDUmNBNHFr

Kanwal Rehan History link:  https://tpchat.mindbridge.co/chat/history.html?chatId=M083VmFHU3RSMHlBbG5TeWVkQnRO

1. this happening for all FB chats
2. Agents are able to load the history of the same sample users by clicking on the load history button

The issue is appearing from reporting DB history link. It stops showing the conversation after the carousel message appears on FB.