For both of you I suggest creating a ticket with tech support. https://help.elderscrollsonline.com/
There is a report our launchers can run that if they ask you to run it and send it to them it may help them figure it out, besides normal tech support stuff.
BTW, make sure to restart your PC to see if that rectifies it. Also, test it with all addons off. Zos will likely suggest this as well since they do not support addons.