I have to agree that Rocks customer service is very poor, at least for me it was. Everything from placing the order and never knowing if it was received or shipped until the day I came home from work with a Stoker on my door a month later, to questions about this exact issue, to trying to order an adapter for my BWS Party, was a very bad experience. It almost put me totally off of the product and sold it, but the buyer backed out and I ended up keeping it. I am a tech head and love all the cool things you can do with it, but must admit I havent used it in months. Sorry for the rant, but my experience was bad enough I feel obligated to warn people whenever this issue comes up. I know Im not the only one, have read of MANY similar experiences around the web. It has been about 10 months since I last tried to deal with them or looked into this, so hopefully it has gotten better since then.
Anyways, to the question at hand. I have experienced this same issue many times. To me it seems to be a bug, but as mentioned it happens less without the door detection on, but still happens to me. I have had it go as low as 50' below the setpoint before it finally kicked back on. This problem was a bigger issue when using my big offset trailer smoker. When this bug presented itself it tends to let the wood fire snuff out. Hasnt been as big of an issue on the backwoods.
One tip I can mention, if you notice that the fan should be on but its not, kick the setpoint up or down a degree, save the change, and it will kick on instantly.