Is she attempting to use the emulator? If she is using a Mac? Emulator not running on MAC and Emulator not running on MacOS 10.13.6 might apply.
If she is working with Companion. Is she using Companion 2.60, if not she should upgrade her Companion. When she brings companion up on her Android to connect, she might check the box that says "Use Legacy Connection" that might have a positive effect Sean.