What?? Your description is not clear at all...
What application are they using (there's no such thing as "Adobe converter 8"... Do you mean "Adobe Acrobat 8")?
What did you set up, exactly, and what happens when they try to use it? Try to be a bit more clear in your description.
It sounds like instead of pressing the button you've set up that he's attaching a file as a comment.
I wonder if their product is the problem. So far as I know there was never anything called Adobe Converter 8. Maybe it is Adobe Reader 8, or Adobe Acrobat 8. But equally, maybe it is Acme Converter 8. I made up this name but the point is that it might not be the software any of us are expecting.