Visual editor not saving changes

The client has been using visual editor to update images on their website without any success.
I have copied the steps they are working through and recorded my screen while doing it and I can replicate the issue, if required I can forward on screen recording.
The steps we are working through are:

• Open visual editor
  Select image to update
• Apply image via file manager
• Observe image has changed
• Save file
• View in browser and chance has not taken effect
• Go back to visual editor and refresh the page (or reload the tab) and the content reverts to its previous state