Looks ok in browser, terrible in acrobat app? Fonts missing.

I have a client running windows 8.1 with an up to date acrobat reader. When I send her a pdf, the app will display boxes instead of helvetica neue. If I send her a weblink to the pdf, her browser displays it properly.
I know I haven't been ultra specific with systems and versions here. Any body have any suggestions as to what might be going on?

That's the first place I looked.
The bizarre thing is they appear when she views in her browser.

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