Some users not able to see passwords

I have a problem that I tried to get fixed by contacting ManageEngine Support (ticket 1381924) but am not getting any replies apart from the inital request to submit screenshot and logs, which I've done. Maybe someone here can help instead?

I have a couple of users who cannot see any passwords although the passwords are shared to them. They can search for them and find them, but nothing is listed in the tree in the left hand pane.

The strange thing is that it works for them from other random computers. It's broken on their own computers regardless of which browser they use (tested with IE, Firefox, and Chrome). We tried clearing cache etc, but no change

Any ideas what can be wrong?