Please ask the user to perform the below steps:
Step 1: Create a directory structure C:\Users\<UserID>\AppData\Roaming\MapInfo\Raster\200
To navigate to this, please type %appdata% in Run dialog, press enter. It will take you to Roaming folder.
Now Navigate to MapInfo\Raster\200
If the above folders do not exist create them.
Step 2: Go to Installation directory e.g. C:\Program Files\MapInfo\Professional\Raster
Step 3: Look for two XML files namely MapInfoRasterUIPreferences.xml and MIRasterPreferences.xml
Copy and paste these two xml files into 200 directory (refer Step 1 above)
Please let us know if this resolves the issue.
Share the Raster UI Logs.
Steps to enable Raster UI logs:
Step 1. Go to registry entry: HKEY_LOCAL_MACHINE\SOFTWARE\MapInfo\MapInfo\Raster\200
Step 2. Create a DWORD "EnableLogger" and give a value of 1
Step 3. Create a String Value "LogFilePath" and give a value like C:\temp
Step 4. After reproducing the error, there would be some logs in this file.
Forward all logs generated to Tech Support who will forward to Engineering.
UPDATED: December 6, 2019