python 4211p w/ dball and xcrs problem

Hello guys. I took this python 4211p one button remote start with dball2pro and xcrs to a shop to get it hooked up. I was there for 9 hours and they could not figure it out. They have everything hooked up and left it hooked up in my car. When in the car they can engage the remote start process and take the key out and the car will stay running. They hit the remote and car shuts off. The car will not turn on. According to then their technical support said that the car needs a remote with a lock button because supposedly the car isn't seeing the remote once the car is off. Can anyone help me with what they think is wrong? Thanks.

Year make model?

Sorry. Car is a 2006 Honda civic si and the alarm is the python 4211p with onebutton remote, dball2pro and xcrs.thanks for your time.