External sharing users are not able to load model?

I thought I had solved this by re-creating my cusotmers dashboard.  It worked on Friday, however today we are back to the same error message. 

The only difference is that we had a refresh happen over the weekend.  Now the cusotmer goes to the email weblink (shared externally) and gets the attached message.   I can't help but think that this might be related to the customers pro status?? They have not been notified of an expiration.  However the x's in the elements remind me of helping our internal staff troubleshoot.  An internally, the answer was that they needed to opt for the pro trial, since I work on prem through a personal gateway.  And I have gotten no failure notices...