I got some help and figured out what my issue was, so hopefully your
user has the same and this will help. When your user has the report
opened, have her look in the right corner of the report next to the
filter and views. To the right should be another option for groupings
and if it says "Nothing" then click on it and switch it to one of the
other options to get the grouping to work. I switched to default and now
everything works.