This issue can occur if the user has their report settings set to "to PDF". This means that the report will not actually load on screen, but instead just saves straight to a PDF when run.
Unfortunately the report loading box doesn't close down automatically though and so does remain on screen making it look like the report is loading, when in fact it is not.
Please check whether a PDF is being saved when the user runs the report - if it is, then it is likely due to this setting.
You can either leave it as it is and the user can just manually close the report box down each time, or if they would prefer to view the report on screen and export it to PDF manually, you can change the option as follows:
Log into FocalPoint as the user affected
Click on the name in the top right corner and select Preferences
Scroll down to the section called Report Printing
Ensure that "Others to" is set to Reporting Viewer
Click Save at the top of the page
Now when the user runs a report, it should load on screen and they can choose to export to PDF if needed