Hi HomeJ,
If this is a critical issue then i would suggest you open a support ticket/case with your support group to get the issue the best and quickest attention. Having said that I will try to assist some but this is limited on my not having access to the system directly. Have you deleted the td80 folder for the user, as it contains cached information such as settings and searches and may resolve the issue. Deleting this is non-destructive or harmful and will just rebuild the folder on the next connection to the ALM client. It is a temporary folder that holds cached information to speed up the process of connecting to the client and some of the users temporarily cached information. In order to delete the folder, you would do the following:

*close all instances of internet explorer that are open
*open a windows/file explorer window (not internet explorer but a windows/file explorer)
* type %temp% into the navigation/url bar and hit enter
* the users temporary system folder will display
*navigate down until you see the TD80 folder
*delete the TD80 folder
*close the windows/file explorer window
* open Internet explorer and attempt connecting to the ALM client (the TD80 folder is automatically created in the background with this attempt since it didn't already exist).
*
As a last resort if the above has no effect and your support team has no assistance available you may look into deleting the user from the project and then re-adding them back in as this can clear up the errant issues with the user account pertaining to that specific project.

Hope these suggestions help some,
Dan