You really only have 3 choices in my mind:
1. Wipe the device and start fresh
2. Delete all the templates, and Addressbook entries, and Scan to locations, and one-touch entries and recreate only those that are needed.
3. Use the remote control panel in CWIS, watch the user do both options in the Remote control panel, and Wireshark both attempts, if the user isn't the problem, then you are back to option 1 or 2.