Check the key bind tab in game or if she's using a gaming mouse, have her check the macro's or/and gaming software that comes with it. I remember as I played a other game a while back, it would use my "older" macros I have used for a whole different game, however since the key placement/binds were identical my Lg20 thought it's the same game and just overwrote the default settings. Not saying that might be the case here, but it doesn't hurt to double check both software and in game settings.