Player can't join the realm

Hi! My friend has an issue to connect realm server. She uses Ipad to connect realm. She is waiting too long on "Loading" screen.
Once she delete the game and reinstall it. She can reconnect the realm but she has no ability to move from my side of the game. She says that she is moving and she is seeing us in the game. When she leaves the game and reconnect again. She has loading screen.
Which way do we need to follow for resolve it ?