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Are they using Reader? Has the form been enabled for use in Reader? I haven't used email submission in Reader, but I assume that it would have the same requirements to be enabled.
OK, here's where I show my skill level up - how do you check that as I'm not 100% sure?
If it's rights-enabled for Reader, then I believe the form tools will be disabled (you won't be able to edit the form field descriptions or add/delete fields) without saving a copy of the file. It will alert you to this.
What version of Acrobat are you using? Was the form created in Acrobat or LiveCycle?
It was created in Acrobat 8 Proffesional. I think I may have solved the problem now - I hadn't enabled the reader usage rights - It's a long while since I built a form and had completely forgot to do that. Enabled that and asked someone to re-submit the form and there was all the data!
Many thanks for all your help - this forum is always great at giving quick responses to problems and it's thanks to people like yourself.
Have a great Christmas and New Year