Hmm. Another thing to try (though this is less common these days, is to switch the player flag to a different page. If the page he is loadiing into is terrifically complex for some reason, it can cause load problems. This used to happen sometimes under the old dynamic lighting system, but is rare these days. But it's worth a shot. Beyond that, my best recommendation is to have them gather a Console Log ( Chrome , Firefox ) during the log in attempt and file a Help Center Request .
