The issue may not be with Symphony or the way to are making masked windows. It may be with the media.
What is the source footage? If it is from a DSLR (Canon 5D) it will be H.264 and already heavily compressed, so stretching up the blacks to try and get more detail will only reveal the compression blocking. Even having transcoded this footage to DNxHD won't fix the problem – the camera compressor has thrown out all that information.
If this is the case, recommend that they shoot C-log or use an external hard Samurai drive or similar.
Alan
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