Personalization not working

Hi,

All of the personalization settings are enabled in my reports and the personalization option was working fine before but few users complained that their personalization button was not showing all of the options, they had to close the browser, clear the cache and then open the report.

in this image, no option is coming to add mpore columns or rows or values, only visualization. Earlier all the options were showing.

Is it a common thing? is there something i could do that would fix this problem permanently?