Have the user try repairing the Office installation (via Windows Control Panel > Programs > Programs & Features > Microsoft Office (version) > Change > Repair).
If that doesn't work, then without actually seeing the problem document, it can be difficult for anyone to diagnose the issue. Can you attach a document to a post with some representative data (delete anything sensitive)? You do this via the paperclip symbol on the 'Go Advanced' tab at the bottom of this screen.
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Cheers,
Paul Edstein
[Fmr MS MVP - Word]
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