This will most likely be down to the macro security in Word. To resolve this:
Close Access Profile and then open Word .
Click File, Options. then, on the left, click Trust centre.
On the right, click Trust Centre Settings , on the left, click Macro Settings.
Select the Enable all macros option.
Click OK, OK.
Close down Word and get the user to test again.
If you still encounter the issue:
Close Access Profile and then open Word.
Click File, Options then, on the left, click Add-ins.
Use the Manage drop-down and select Word Add-ins.
Click Go.
On the Templates tab, ensure the Profile7.dot file check box is selected.
If the file is not present, copy the following file from P:\p7data\Customli\Profile7.dot to the users Word startup area (normally as follows - C:\program files\microsoft office\office14\startup\profile7.dot)
If the issue still occurs:
Open Word and then click File, Options.
On the left, click Trust centre and on the right, click Trust Centre Settings.
On the left, click File Block Settings.
Clear the check box for Word 95 Binary Documents and Templates.
On the left, click Protected View.
Clear the check box for Enable Protected View for files originating from the Internet.
Click OK, OK.
Close down Word and get the user to test again.