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If the health bar is showing as grey colored the most likely culprit is a configuration in the Settings Navigation Tab.
Have them Open the Full Character within the scope of the Campaign > Settings > *Scroll Down* > View - Display Settings
Here are the configuration options on how much information to "share" about your visual HP Pool. A GM of any given game should still be able to see how much is missing but that info is hidden from other Players.
This can be used by GMs and Players to "throttle" the granularity of how visible HP Damage is on other Characters in the Stage. It sounds like this player has the "No HP Information setting enabled for the Character.
I hope this helps!
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