New document in library using Word template - columns filled but Word doc is blank

Hi
I have a document library using a Word template. It works fine in testing: New Document opens the template, the form at the top of the document is filled by the user, the data populates the fields within the template, the user saves it in the document library.
But... I have a user with an issue: When she adds a New Document and fills out the form at the top of the Word template, the data doesn't populate the fields within the document itself. It saves into the library columns ok, but the fields within the Word
document remain blank.
She has Office 2010, XP and IE8. It's SharePoint 2010.
Any ideas how to resolve the issue would be appreciated!
Thanks
Stuart
Further information: I emailed the Word template to the user. She opened it and could only input information into the Information Panel at the top, not into the fields within the document.

Dear Boris,
I'm sorry I haven't replied sooner - I was away for a break. Anyway, I've done an Office repair but sadly the behaviour is the same as it was before I did that. However, I noticed that the behaviour is now different from when I first posted about the problem.
Then I got an error now there is no error and it proceeds as if the behaviour is what should be expected. So now when I click "Add Document" I just get the standard "Add a document" dialog box. Oh well, its not the end of the world.
Anyway, thanks for your help and suggestion. If I work out what is wrong I'll put a post on here.
Best wishes.....
Colin

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