macOS symbols are missing in an trace done with ktrace artrace on another system

Hello, I'am trying to analyse a hang with our App and asked the customer to do a ktrace artrace ("sudo ktrace artrace") on his system. The problem is that the macOS symbols are missing when I open the trace with Instruments on my system. the customer is running macOS 11.6.1, I'am running macOS 12.0.1.

I asked the customer to do a sudo ktrace symbolicate but that does not help.

This is a very important workflow for me to analyse sluggishness and hangs on systems, any help is welcome! :-)