New document in library using Word template - columns filled but Word doc is blank

Hi

I have a document library using a Word template. It works fine in testing: New Document opens the template, the form at the top of the document is filled by the user, the data populates the fields within the template, the user saves it in the document library.

But... I have a user with an issue: When she adds a New Document and fills out the form at the top of the Word template, the data doesn't populate the fields within the document itself. It saves into the library columns ok, but the fields within the Word document remain blank.

She has Office 2010, XP and IE8. It's SharePoint 2010.

Any ideas how to resolve the issue would be appreciated!

Thanks

Stuart

Further information: I emailed the Word template to the user. She opened it and could only input information into the Information Panel at the top, not into the fields within the document.