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Most likely, they need to run the 7d2d launcher....switch to 'tools' tab....and use the 'clean....' option. They might even be using an incorrect version of 7d2d--different from what the server is using. So, they should go into 7d2d properties in the steam library and be sure they've opted into the correct version in the 'Betas' tab.....assuming A20.6 stable...but, whichever version the server is using.
Falling through the map could be high ping. It could be a corrupt sector. The server host can help with this.
And, lately, I've been getting NullReference errors during BM attacks. I think these are related to the spawning of a particular zombie. (one that references something not in existence - we don't have any mods on our server that would generate a NullReference so I'm pointing at the zombies cause the error clears up when they are killed)
Finally, whenever I work with my server host, they remind me it's in an Alpha state and the things I experience are universal.
Check with the server host for help with your friend's situation.