do you confirm what you are seeing in TEMS with what you see in the QoS KPI reports ? There are no outgoing handovers from that cell to its neighbours ? Zero ?
What about the incoming handovers ? Is it also zero ?
It happens to only one cell ?
In TEMS you can also check the content of the measurement reports : the 6 strongest neighbours are reported aloing with their BSIC. Check there that the BSIC field is empty. (because perhaps the TEMS display is not perfect, but the msg content does not lie)
If it is indeed a sw or hw problem, then i can’t help much.