Have you tried restarting the server? If you are using shared groups, try removing this user from a group and add back. To rule out the privacy settings issue, you can try stopping his Spark, rename C:\Users\username\AppData\Roaming\Spark\ to say C:\Users\username\AppData\Roaming\Spark-old on his computer and then start his Spark and enter his credentials. It will make Spark start with a fresh profile. If it helps, then he has something messed up in the privacy.
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