Wrong tool?

I'm not sure that my response will add much information to your question - but from the little that I know about the shift-matic gearbox, I suspect that you won't find it reported on a SCAN for a Crafter. My suspicion is that this absence is a symptom of the way that the gearbox is designed - it's not particularly an OBDeleven outcome (so, another diagnostic tool like VCDS will give the same result)

First, I'm assuming that this model Crafter was built before the 2020 model (MQB platform) - meaning that it has a MNB (Modular Light Commercial Vehicle platform) build.

So, the reason why I suspect that the SCAN won't identify the Shift-matic gearbox is because I don't think that the gearbox module on this Crafter participates on the main OBD spine (being the principal communication's network that OBDeleven uses for diagnostics interrogation of the car's modules).

My hunch is kind-of confirmed by VW's explanation of how the Shift-matic gearbox is built. I suggest that you read THIS - and in particular - look at the schematic for the electronic set-up on page 62-63. Notice that on this van,  the gearbox control module J514 is ostensibly a stand-alone unit - meaning that it is NOT connected to any communications bus. The ONLY electrical connection with J514 and a module that does participate on the diagnostic network is J519 which energizes the J404 relay (this supplies a Terminal 15 voltage to the gearbox module when the ignition is switched-ON). J519 should appear on the SCAN - it is the module that OBDeleven calls central electrics module.

If I'm correct - it means that OBDeleven can't access J514 for the purpose of extracting fault error reports (In fact, my guess is that J514 doesn't have any module error memory that can hold fault data!)

Anyhow, hopefully the information in the rest of the SSP in my link will help in your understanding of how the Shift-matic gearbox works.

Don