When Word gives unexpected/inconsistent results, the usual causes are a
corrupted template (usually normal.dot) or corrupted registry entries. Given
the symptoms, I would suspect corrupted registry entries. She should try the
steps shown here to diagnose and eliminate the problem:
http://word.mvps.org/FAQs/AppErrors/ProbsOpeningWord.htm
Note that despite the fact that this is named "Problems Opening Word," it's
really much broader than that. Some of the same issues that can prevent Word
from opening properly can cause other problems as well.

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Herb Tyson MS MVP
http://www.herbtyson.com
Please respond in the newsgroups so everyone can follow along.
> Hi:
> I'm helping an user with this issue. She has a doc that the spell check
[quoted text clipped - 5 lines]
> check
> the settings and we have the same settings. Any suggestions?