Help with slooooooow loading

My friend logged in to LOTRO( F2P account) yesterday and she played it fine. She logged in today and she was having some issues and I cant seem to fix it. She gets to the toon select screen and it where the toon stands is all black.

http://i22.photobucket.com/albums/b3...nShot00000.jpg

We clicked "Enter Middle Earth" and it just says loading and nothing. We left it alone for 20 minutes and nothing happens. I logged in to my account (Premium) and Everything was fine. Everything ran smooth and fine. Can anyone help me with this issue?

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