I have a similar issue. I get either a crash or an infinite loading screen. Can she log into different characters on the same account? or create new characters? I can do both, my error seems tied to the zone i was entering in a specific character, I believe it has to do with an instance loading or something. I can play the game fine with other characters etc. But every time (or so it seems) i try to load an instance I end up bricking the character. Its a mega bummer i was really enjoying the game.