Are they using updox at the same time? It messes up if you have two programs open- one is the cloud and the other is the local desktop. We found that out when had remote help in- we had to pull up a new internet browser or you are on the wrong computer. have no problems opening templates ever w the cloud not sosure it a/c?
Try that- we have been on the cloud and worked iout all the issues so much now know when to leave a vm and say - reboot our server. Which is in the cloud.
Sandy RN with Dr, P