I was unable to recreate the issue. Could you have your client run our Malwarebytes Support Tool to gather some additional information using the instructions below? The Malwarebytes Support Tool automates the collection of troubleshooting information that helps us determine the cause of the issue you're experiencing.
Download and run the https://downloads.malwarebytes.com/file/mbst
Click Advanced on the left menu
Click Gather Logs
The log collection will begin, this can take up to 15 minutes. You will see a confirmation when it has completed.
Please locate the file mbst-grab-results.zip on the Desktop and attach it as a reply to this post.