Henrique - that is very good advice, and I will try that if the issue comes up again. In this case, both users who were having issues had just done a fresh install of Chrome.
For some reason, clearing cache and history and restarting Chrome did the trick, so I cannot verify if incognito mode would have helped. I will keep that suggestion in mind for future use though.
It seems a browser plugin issue.
My suggestion is that you ask the users to try it again using the incognito mode on chrome.
The incognito start the navigation without any plugin enable, it’s an important step to perform to check where is the error.
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