Brandon, when I tried your suggestion, I discovered that the user's current profile is different from her login (he name changed due to marriage). So looks like her profile needs to be re-created to match her login.
That should fix the problem. But will save this for future viewmail issues.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...