Hi Donna,
The first thing to try is to reset her registries. Go t maintenance tools, internal tools and register 2020 files. If the register 2020 files runs through without any errors go ahead and delete the 2020 registries. If you do get any errors you should give us a call at 1-866-697-2020 and have a tech take a look because it is likely that there are permissions involved.
Neil