Database content visible in ARIS Administration but not in ARIS Tool

We are facing an issue with one of our ARIS databases.

The database is visible in ARIS Administration (Web), and all folders and their names appear correctly there.
However, when accessing the same database via ARIS Tool (Architect/Designer), the folders appear empty or without titles, and the contained models are not visible.

Please note:
    •    The user has full permissions (Read, Write, Delete, View).
    •    The working environment is set to Configuration and administration.
    •    Languages (Arabic and English) are enabled.
    •    The issue is reproducible and consistent.
    •    The database is accessible, but its content is not rendered in the Tool.

Please advise on the required steps from your side.