If the user is working in Draft View, I would check to see if the page display has been changed so that it is not showing the space between pages. If that is the case, the headers and footers are not visible. To check this (and change this), the user can either hover over the line indicating the break in pages (or at the very top of the document) until she gets a bordered double arrow and then double click, or she can go to File -> Options -> Display and check the very top box under Page Display Options ("Show shite space between pages in Print Layout view").
The user might also be working in another page view where headers aren't visisble, such as Outline view or Draft view.
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