the issue
If the issue is that some racers aren't crossing the counting loop before the start of the race, just make it mandatory that they cross. Simple solution. At our club, all racers have to cross to check in for the heat. Simple solution.
In terms of the software, you are using free software. If it works well, that's great, but I certaintly hope you don't expect your issues to be corrected in free software? Free software doesn't pay the bills and is usually done in spare time.
Good luck.