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More a sign they did not try to troubleshoot on their own.
Maybe you could help?
Ideally if you cleanup the game's cache as described here
https://steamcommunity.com/sharedfiles/filedetails/?id=3018203217
Another player wrote it sufficed if adjusting the graphics settings file which can be found
\Documents\Larian Studios\Baldur's Gate 3
I still recommend a whole cleanup before/after every patch, though - especially when new features have been added which can and will lead to incompatibilities.