It’s going to be hard to get help based on a screenshot. Without a URL to see it’s hard to say what might be causing the issue.
I understand that it’s behind your Admin area (password protected) so you may not won’t to share on an open forum. You might have better luck contacting @nimblehost’s Support page, since Jonathan will probably need a login to see what you are talking about.
BTW: You can just drag and drop the jpeg on to your forum post. You’ll get a lot better response from folks here if they don’t have to go to a link to see the screenshot.
Anyway, double posting really doesn’t get you help any faster.