Player area not working in fifa 25

I am writing on behalf of a lad I support. He plays Fifa 25 on the Xbox x. 

He can not play in the practice area, his control will not work. 

He has an adapted set-up and controller as he cannot use his left hand or arm. 

we have uninstalled and re-installed the game but no joy. he can play in a match?

I do not know about FIFA, Xbox or settings 

Any ideas on what it could be? any help would be much appreciated 

Thank you