Rolling Critical Damage on a critical hit not working (D&D 5E)

A player of mine cannot get the damage roll of a weapon to roll the extra critical damage no matter what. However, I can get it to roll the critical dice from the same attack roll. Turning on Auto Roll Damage & Crits does work and can be used as a work-around, but I didn't know how to allow them to manually roll the crit damage without typing in another command to roll the dice. Thanks!

Hi Joey,  Please have your player come post, it is difficult to troubleshoot via a relay.  With that said, which browser are they using?  Have they tried Incognito or Privacy mode?  Could they take some screenshots of the rolls and character sheet settings?

They are using Google Chrome and they have tried using Incognito but it still does not work. The rolls are just from the standard compendium longsword, however they also don't work on custom added items or any other item from the compendium. As for the character sheet, I'm able to get the critical rolls perfectly fine with that sheet, even the exact same attack roll when both the player and I click to roll damage, so I don't believe there is anything with the sheet that would be causing it. It has the default values for critical range and everything on there.

My only guess here is that it is something on their end since it works for you on the same sheet. Without the user it is difficult to troubleshoot this further.  Please have them come and post. 

Hello! I'm that player. What information do you need to help me?

Hi Laloo,  Please provide screenshots of the roll (chat tab) and of your character sheet, both the core page and the settings page. 

Laloo, what are you pushing when you roll damage? Could you take a screenshot of the exact thing you are pushing? 

That is the problem right there. Click the (purple) button in the chat tab after you make the attack. The button says "Unarmed Strike (no weapon/shield)". 

Ah. Thank you. Weird it would show the crit damage for the DM though.

Laloo  said: Ah. Thank you. Weird it would show the crit damage for the DM though. Most likely the DM was using the button in chat for damage, that is the proper button to use.  Here is the gif on how to use "Don't Auto Roll Damage" ( LINK ):