Video thumbnails greyed out

My Mom is having an issue with YouTube that I am trying to help her figure out. She has a Microsoft Surface and uses Edge as her browser. Every time she clicks on one of the suggested topic bubbles at the top of the screen, all the thumbnails go grey, and she can't click on anything (not even the navigation). She has to refresh the screen, which returns to the main screen with the "All" bubble highlighted. I have gone through all of her settings, cleared her cache, and cookies. Any other suggestions?

https://preview.redd.it/wjr12qnukojg1.png?width=801&format=png&auto=webp&s=2f93296f6df0b2d98ebe7fbf836dbfe18d8cf914