Help on Page

I have created a User Guide using Framemaker.   The user guide is converted through Distiller to a pdf w/ bookmarks and Destinations. We have an Application Context properties file.   All of our users are able to go into our web application,  go to the desired, tab or site and click Help on Page, and  the user guide opens to the desired page.  It works for every user except one.  The user selects Help on Page and the user guide opens on the cover page.  I know that it has to be something related to the user's particular profile, it is probably related to Internet Explorer, but all of the settings seem to be the same.  I can't figure out why the Destinations are not working on her machine.  I have been trying to do research.  So far, nothing.  Please help.