I’m so sorry for the delay. There are a couple things we can try….
Since I have learning built in, we can walk her through trying to learn the missing buttons. If that works, you can save and send me the config. and I can create a new config for that device.
If learning goes well enough, she could learn all the buttons. But we can see how that goes.
If for some reason that doesn’t work, we could enable the admin panel. Three dots, go to preferences, Accessibility, enable the admin panel. Click on the wrench, go to the the learning tab, and just hit the buttons on the remote we want to learn, you can copy and paste the results to me. Let me know, I can always try to join a remote session.