Missing Encrypt ID

We have encountered a problem with the monitoring API whereby we receive the alert for a new document but the encrypt ID is not always included and therefore we cannot download a copy of the document.

We have tested this with some examples on your website and see the same behaviour. Reloading of the page intermittently gives the option to download, which suggests this might be an issue with the servers not being synched?

Is this a known problem?

If so, and synching is the is the issue, is there a plan to resolve it? In the meantime, is there a defined period of time we need to wait before attempting the download?