We use this for that:
They might be blocking connections to browscap
You can ask them to check in "pulsecore/vendor/browscap" and "logic/user_agent.php" we also have unit tests setup for this in "unittests"
If it's not an obvious issue maybe start with asking them what ports they are blocking or anything else.
The solution in your case for now would be to switch it off for now as that works. If we switch to another way to collect this data as mentioned here then this might also improve it for you 
Hope they can help you and find something!
This issue would have been in all versions of 5 as this feature has always been in there. Did you see it before on your server?