Well, could be a number of things,
So unit has been in service for four years. What kind of service? Prime, peaking, continuous or standby?
Does your protective relay have fault recording? If so has someone reviewed the fault event?
Are the neutral side CT's mounted in the generator connection box?
Has there been any recent work done on the generator?
What I usually see in the field with these types of complaints, in order of frequency, Note most machines I work on have the neutral side CTs in the generator connection box, and usually not well mounted.
Loose terminations/connections of the CT secondary circuits of the neutral CT's.
Damaged or broken neutral side CT's.
Wiring problems at the switchgear or relay. Usually loose connections, or wiring damage due to chaffing or vibraion.
Mistakes the result of recent service work, almost always when the original wring had been "field modified" to make the differential circuits work and no one went back and made sure the wire markers and prints were corrected.
Generator stator problems. Have you done a basic set of tests to the generator to make sure it's ok?
Hope that helps, MikeL.