I did not manage to get a snapshot of this but both my SLKR team and the enemy SLKR team were invincible in Grand Arena. I tried to attack with my own SLKR team but both teams could not finish off an...
Ideas
How does this work?
one of the characters must have never gotten the chance to take a turn.
You answered the question, yourself. Remember, unmasked kylo retaliates. So, it appears he's getting turns. However, unless you pass a turn over to him with Hux, he'll never get a turn in this match up. Not even if the match went on all day.
Quite possible the red lobster didn't get a turn either.