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There is usually only 3 causes for why this happens. I have listed the points below for you to suggest to your client. In recent times, option 1 often seems to be the cause.
Excerpt: If you are using a Mac computer, please note that Mac's 'Preview' program is incapable of handling Dynamic PDF documents such as this questionnaire. The following 'how to' video provides a step-by-step guide on how to install the latest Adobe Reader program onto your Mac and, more importantly, how to ensure that the Mac uses that Adobe Reader program to open this Questionnaire:http://www.youtube.com/watch?v=qWCJJiF3bio
(Just remember un-check the “Optional Offer” for McAfee and just install Adobe Reader)
go and select file and save as to either desk top or drive.
Open Adobe Reader then select file