@Hemosapien Can you please try uploading the image to https://imgur.com/ and share a link to the imagr or try compressing it (make it smaller and lower the quality to 72dpi for the web). Or you can use this software:
http://www.imageoptimizer.net/Pages/Home.aspx
A screenshot would be very helpful. Also, when you direct them to use the balcony, can you zoom in closely and see what image is in their mind when they question doing this and shake their head (indicating they cannot do it)? Oftentimes there will be a thought image with this refusal that is a hint as to the problem. Thanks!
