Submission progress lost in journal manager's dashboard

One of our journal managers sees submissions and the upcoming issue as it was months ago. For example, submissions that are in production show as in copyediting. Submissions are missing from the upcoming issue preview. She shared her screen with me and verified this. However, when I (admin user) use the “Login As” feature under her user name, I can see the journal’s upcoming issue and submissions with the progress they should have today. Submissions in production, assigned correctly to the upcoming issue.

What is going on here? She tried logging in and out, clearing cache, using a different browser - no change. I tried manually re-setting her password and clicking the box to require her to change her password upon logging in. That had no effect on her password. Only her old password would let her in, no change required. So that’s another problem.

What application are you using?
We are on 3.3.0.19 and upgraded in November 2024. This issue just popped up today. She had been working on the upcoming issue last week without a problem.