I'm sorry to hear about the app crashing. Unfortunately, this will require targeted troubleshooting, so it may be best to file a support case in your Jive Community customer group. Please reach out to your community manager if you're not familiar with the case submission process.
In the meantime, you might try having the user uninstall the app and clear app cache to see if that helps. Please have the user refer to her device specific instructions, as uninstallation instructions will vary from device to device. In general, however, the uninstallation option should be available through the Google Play > My Apps > Installed menu.