hoping for clue with loading chat attached images
Using Jamroom
The spinner and image opening is controlled by javascript which is part of the Jamroom page being viewed, but downloaded to your user's computer and run by it. As such, there could be something on that computer that is causing the issue.
Ideally we'd like to see your user open the console window on his/her browser and let us know what (if any) error or warnings are being displayed there when performing this action. I appreciate that may not be possible, so maybe just advise your user to clear browser caches and see if that helps.