SFTP Root folder can't access

Hi, SFTP Support Team,

Good day!

We have one of the user who can’t access her root folder on SFTP Site (please see attached)

Could you please investigate this issue and provide a solution at your earliest convenience? If you require any additional information or access details, please let me know.

Thank you for your prompt attention to this matter.

Can the user access the root in any other SFTP client? If they can, please post logs both from WinSCP and the other client.