Did he close the door and while he was turning the handle it stuck? If that's the case I would lean towards Martin's idea of something caught in the door jamb holding the door ever so slightly out and the bolt work stuck due to interference. I would feel the left side of the door to see if it is higher even the slightest bit. Perhaps a document flopped over, an extra wad of $100 bills fell, or there are simply too many gold bricks stuffed inside. I would have someone keep opening pressure on the handle while a piece of wood or something protects the paint and whack the door in to see if the bolt work pops to the open position. The fact that the dial is turning those few numbers tells me the fence is in the gate of the drive wheel partially.
BUT, if he turned the handle only partially closed and it jambed after he was able to turn the lock a revolution or so, you have a bigger problem. I think this lock will be a gravity fence that tips into the gates of the wheel pack at the bottom of the lock. A piece attached to the bolt work slides under the lock and is blocked when the fence is held down by a scrambled wheel pack. When the gates are aligned the heavy end of the fence pivots down raising the lock end of the fence into the gates so that the bolt work can side under it. With the bolt work slid partially over one could conceivable force the dial around if the fence is just barely into the gates. Hopefully he didn't do that and it should be unlikely as the dial would have turned with resistance.
I am currently working on a HHM safe an will add a picture of the wheel pack and spindle assembly. This lock has the drive wheel closest to the dial. I have a video of the lock in action but will have to upload it to Youtube later. That is a challenge as the internet speed is poor here.
Of course, your lock could be a different model. Maybe someone else knows. Either way I would explore with some force on the door. Be gentle with the handle, you don't want to break it and compound your problems.


