What's the evidence that the source of this fault is from Profibus? Obviously the Siemens' tech support advice hasn't solved anything, but if the problem wasn't from that source to begin with then it's hardly surprising. When you refer to removing the ground shield, is this disconnecting the braided or foil shield? Personally I wouldn't recommend doing this in a Profibus installation. The standard Profibus Organisation installation guidelines expect 3 connections (2 signals and ground) and I would make sure there are 3 connections.
Which Siemens PLC is this? If it's S7-300/400, then even if the memory is scrambled I've been assured there are two things that can never be lost: the diagnostic buffer, and the MPI address. What does the buffer contain?
Has the system just recently produced these symptoms, and if so what else in the plant/factory/town/city etc has changed to cause them? If it's always had these problems, we need to analyse when and how they occur, and what else happens just before or at the same time.
More info needed ...
Regards
Ken