trouble opening .doc in 2016

I have a client who is having an issue with a word document.

The document was created a number of years ago and contains a graphic and formatting. the file type is .doc (not docx).
when he opens it in office word 365(2016) it loses the formatting and the grafic.
Whats strange is that it opens fine on other pcs in 2016.
It also opens properly in 2010.
Interestingly enough if you save it in 2010 into a docx it WILL open properly in 2016.

Am i missing a setting of sorts on his pc in 16?


TY
bniermanAsked:
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JohnBusiness Consultant (Owner)Commented:
No guarantee that detailed formatting and graphics carry forward. Change it to DOCX in Office 2010 and move on. That is what I would do (and have done).
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bniermanAuthor Commented:
I recommended that but there appears to be numorous documents like this going back and forth. Any idea why one word 2016 doesn't  work and the others do?
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JohnBusiness Consultant (Owner)Commented:
Your document is pre-2010 and so old and there have been too many changes.  It is not worth it (to me) to re-create and troubleshoot documents when there is an easy way to fix it.
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JohnBusiness Consultant (Owner)Commented:
Also any two Office 2016 installs may be slightly different and update impacts slightly different
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bniermanAuthor Commented:
I agree personally. The problem is there are old emails with versions of these things and every time he tries to open something this happens. It will be a real pain if he has to save the attachment and open in 2010 each time.
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bniermanAuthor Commented:
By the way this was working fine until a few days ago. Don't know what happened to change it.
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JohnBusiness Consultant (Owner)Commented:
There is not a huge amount you can do. Look in Word Options, Advanced, scroll through the options , look at the Display options and try experimenting with them.
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JohnBusiness Consultant (Owner)Commented:
Also don't forget that Office updates itself a couple of time a month or even more frequently.
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JohnBusiness Consultant (Owner)Commented:
Also, on this problem computer, make a new, test Windows User Profile (Account). Log into the new Windows Account and test Word.
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Shimshey RosenbergSysAdminCommented:
Were there any updates installed to Word in the last few days?  (you can see by programs list when the date installed was as well as the minor version number)
Check on other computers with 2016 if they are on the same version, if they are on diff versions, try updating the version and see if the problem happens on the others as well.

Also, I would try to enable compatibility mode for new docs (File > Options > Advanced) to as if it would be created in 2007 or whatever version those docs were created.
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