Problems with Wrike document editor

For the most part we seamlessly use the editor, but one member of my team is having some issues.

After clicking the pencil icon, the word document will open, however an error message also appears and says that the document couldn’t be opened. After completing edits, saving and closing, the edits often don’t track in Wrike and the document doesn’t save back to Wrike . The work around has been to download out of Wrike, edit and re-upload, which doesn’t allow for easy versioning.

Any tips?