REPORTS folder does not appear when refreshing dynamic templates

Hi all,
I got one issue when refreshing dynamic templates. For one application, the REPORTS folder does not appear under Eexcel folder.
It works well on my quality environment, but it fails on production server.
It seems there is no differences in security settings, SP version...
I already tried deleting Outlooksoft folder, clear and refresh local folder in client options...
I must miss something but I dont know what to check anymore.
Any suggestion is welcome.
Thanks
Antoine

Hi Neil,
I do not have issue with what you mention, everything is ok in Webfolder.
The problem is in the local folder of every user in My Documents folder.
There is a folder Outlooksoft there that is refreshed automatically after connecting to BPC.
Every reports under REPORTS\WIZARDS should be there. Users need to access this folder to open a specific report.
What is strange is that it looks that it works for some users, but does not work for some other users...
Might be security settings?
Antoine

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