Did you try setting nvda back to factory defaults to see if that fixed the problem? I am guessing you would of uninstalled nvda all together but did you also do the following area when the run command is run %appdata% then pressed the enter key then found the nvda folder and either deleted it out all together then reinstalled nvda. .
Given that she has the same problem in Narrator, these seem like steps that will not help, and will just be a difficulty later when she needs to re-customize NVDA.
