Hi,
Which is the current patch you has on your ALM server?
Tell the user that's facing the issue to please try removing all the QC/ALM components using the ALM Uninstaller or you could try removing the components manually
For more information and to get ALM engineers support please open your questions at this Forums and we will gladly provide you support: http://h30499.www3.hp.com/t5/Quality-Center-Support-Customer/bd-p/quality-center-support-customer-forum
Regards,
Kael