1	What is the version number of the software? Is it an old version with known issues? (if you cannot get into the software to check the version, right click the icon on the desktop, on the shortcut tab choose "Open file location(Win 7) or "Find Target" (XP). On the .exe file that is highlighted in the next window that opens, choose properties and check the version number. Alternatively, hovering the mouse over this file will also show the version.)
2	What Operating System are they on?
3	Is it network or standalone?
4	If network - does the user have Read, Write, Modify permissions to the network share?
5	If network - is the user browsing to the correct location of the licence? (the same as the path the licence was unlocked to and any other working users)?
6	If an installation issue - does the user who is installing have adequate admin permissions to be completing this task?
7	If an installation issue from download - have they extracted the download before running the setup file?
8	Data: does the same issue happen on a new job/form you create?
9	Their PC: does the same issue happen on other installations there?
10	Are they pointing at the correct Caftab.cadb file (check on another users PC that is working - Tools>Options>File Location)