PDF Portfolio, Acrobat is not showing all the files

[Topic edited by moderator for clarity. And moving  post from Creative Cloud to the Acrobat General Troubleshooting ​forum.]

I'm assisting a user who created a pdf portfolio file and is opening it Adobe Acrobat XI. However, when they open the file, it opens in Layout view and they can only see 1 of the 2 files that are in the portfolio. If they switch to Files view instead of Layout view, we can see both the files in the portfolio. (see pics below of the issue)

The strange thing is that when I open the portfolio on my machine, using either Adobe Reader or Acrobat, I see the same thing, only the 1 file.

However, there are other users who open the file on their machines and can see BOTH files in Layout view automatically. These users have both Reader and Acrobat XI as well.

I'm hoping its a setting somewhere but all my internet searches haven't found anything.

Does anyone have any ideas?