Good morning, @Julie. 

Thanks for taking the time to reach out to the QuickBooks Community for support.

First, I wanted to thank you for all of those details. It helps a lot when narrowing down the issue. Based on the information you gave, it sounds like you might have a broken user. Don't sweat. This is something easily resolved. All you'll need to do is delete the user and add them back. I've included some steps to delete and add a user below. 

Please be signed in as the Company file Admin user to complete these steps.

To delete a user: 

1. Go to the Company menu, then select Users.
2. Click on the User, then Delete. 
3. Tap OK to confirm. 

To add the user:

1. Go to the Company menu, then select Users.
2. Hit Set Up Users and Roles.
3. Enter the admin password, then tap OK.
4. Click on the User List tab, then choose New.
5. Enter a user name and an optional password.
6. In the Available Roles section, select the user's roles, then tap Add.
7. Hit OK.

Check out Create and manage users in QuickBooks Desktop for additional information about this process. 

Don't hesitate to let me know if you have any questions or concerns. Take care!