can’t find HIMEM.SYS

I get an error message stating it can’t load or it can’t find himem.sys. (haven’t seen the machine yet. this is what I’ve been told over the phone.) He says that it will go into Safe Mode but won’t load his Win98. I’ve read of one fix which is this….
Make sure the Config.sys file has a line which reads….
DEVICE=C:\WINDOWS\HIMEM.SYS
Thanks for any suggestions.