In Access Evo, Dimensions runs under a Citrix app and the app needs to be the correct version. Check with a colleague who is working on what version of the Citrix app they're running and if their version is later, the app should be re-installed.
Logout of Access Evo.
Uninstall Citrix
Clear cache and Cookies - All time (include sites and app data)
Login to Access Evo
Run Dimensions from Access Button and follow the on-screen prompts carefully to install the Citrix app.
If the user still cannot run Dimensions, our support team will need to investigate, run scripts or liaise with the hosting or development teams. Any Issues with contacting us, please see the following Get support in Dimensions.