BLUE SKY THINKER,
Most game releases these days are half a game which is bug ridden. The release now and patch later. Unfortunately, this has become the industry standard.
The only problem mentioned is from the original CSI game released, which Charles quoted above. That would be the first thing I would try.
If that does not solve the problem, it would really help to have the Hardware and OS specs for her comp.
Take Care,
Richard