Document Editor Issues

Hello I'm looking for some assistance regarding Wrike Document Editor.  Out of our user base, we have 2 users that are having issues with accessing the document editor.  Both user receive a continuous loop of downloading the document editor.  Essentially, they click on the editor symbol., download is triggered and the process is completed.  They click on the editor icon again and are told to download... the loop never ends.  Any tips to get past this?  happens on both desktop app and webpage.   We have uninstalled both the app and editor on their PCs (windows) and the issue continues.