Workflow attachment icon not showing

I have a help desk question. A user no longer sees the attachment icon in SBWP while others do. This workflow item does have an email and a document attached. Is there a setting I am missing?

This is a screenshot of how it looks for the user on our PRD system (no attachment icon present)
This is how it looks for the same user in our QA system (attachment icon is there)
The issue is only occurring in our PRD as stated earlier and it is only occurring for one of our agencies. Our security folks have completed authorizations traces in both systems and there is no information in the trace that would lead us to believe that it is an authorization problem.
The user is able to see attachments in her outbox, but not in her inbox. If she highlights the PO and clicks the "details" icon, the entry for "Attachments Exist" is also not there.
Is there a repository on the back-end in workflow that would store these documents? Maybe there is a broken connection/process from the email being sent to it being saved in said repository??

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