Fatal Exception Errors

I need a definitive procedure as to how to resolve fatal exception errors on client PCs.

I have a user, who informs me that she is (and has been) unable to access pictures downloaded from the web onto her PC.

She receives the following error message: “A fatal exception has occurred in @ 0167:BFF9DFF The current Application will be terminated..” etc etc.

Clearly the error does not identify the problem as it should do and is un-user friendly (typical of MS). No help on their website either as to this particular error (not surprising as it says nothing anyway)

I understand the concept of exception errors. How can I assist my user and fix this irritating problem, so that she may be able to view pictures again.