Why can’t the main user account displaying processed bank checks online ?

The MAIN Windows home user is able to DISPLAY & PRINT images of the banks processed checks online.

However after a second USER account is setup on the home computer then ONLY the second user can display /or print the images of the checks.

The bank’s tech support is clueless!!!

Where do we look for a solution to this simple problem ?
The OS has always been Windows XP.