In some cases where problems occur with reviewers or submitters, the easiest thing is simply to ‘adopt’ their role so you can see exactly what they are trying to do. Often the problem is with user error, so its quicker to simply ‘become’ them temporarily and then submit on their behalf.
You can only do this if you have ‘master admin rights’ to ERGO. Most ERGO admins have this, and if not you can ask any of them that do to add you.
You will know if you have master admin rights as you will see a ‘ERGO Control Panel’ link in the top of your screen.