user uploads images, but after spooling, they disappear from the media window

Can we remove entaccountants.com, please? I have a returning client at gerrypeters.ca.

I watched on the user's screen where he uploaded an image, but after spooling, it disappeared from the media window and was not available anywhere.

I can log into his account on my computer and add images without issue, but not on his machine.

This one has me baffled.

Thanks