Word 2010 tabs missing after 'merge to new document' process

I have an Access system that opens a Word doc (a mail merged document to a preset .mdb table).  The word doc is a Word 2003 .doc file.  When the document opens, part of the process does a 'merge to new document' so the user is left with 'Form Letters 1' with the information required.  This is in use by over 200 users in 50 different companies and only one has the following problem.

The resultant 'Form Letters 1' document does not have any tabs.  That area of Word is not there so you cannot get to the 'Minimize or Maximize' ribbon command or get to 'File', 'Options' etc.  It is not in full screen view as it remains in page layout view, the rulers are visible as the first thing underneath the outer Word border holding the file name, and it appears to be in what would be expected of the page layout view, minus the tabs.

Shortcut keys do not work in this view so I cannot bring up the view menu or switch views.
Paul-bbcAsked:
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GrahamSkanConnect With a Mentor RetiredCommented:
Microsoft has some general recommendations to troubleshoot individual Word installations misoperating.

In order, they are:

1.      Delete the Word Data registry subkey
2.      Delete the Word Options registry key
3.      Rename the Normal.dot or Normal.dotm global template file
4.      Disable the Startup folder add-ins
5.      Delete the COM add-ins registry keys
6.      Determine which COM add-in program is causing the problem

More details and an automatic 'Fixit' are here:
http://support.microsoft.com/kb/825765
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Paul-bbcAuthor Commented:
It was steps 4, 5 and 6 that solved the problem.  This user had a bespoke Word COM add-in that had become corrupted.  Disabling it solved the problem initially.  After reinstall of add-in it still worked OK.
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GrahamSkanRetiredCommented:
Thanks for letting us know what the fix was. That could be useful to someone else who has a similar problem.
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