Make sure they’re logged out of AX when you reset their usage data.
Delete their *.auc and .kti files from the terminal server, should be located here on Win7/Server2008 C:\Users[Username]\appdata\Local. Look for ax files or *.auc, *.kti.
If this doesn’t fix it. Give their user access to the “admin” security group and make sure they log out and back in. See if they can now see text in info logs. This will rule out if security is an issue.