Running exe file brings up a blank workbook

A customer has reported that she downloaded and saved my .exe file (via the same process that all other customers use with no issues), successfully activated it, observed the “Workbook loading…please wait” message, and then a blank workbook came up. She’s running Windows Vista and Office 2010 (my file requires a minimum of Excel 2007). Any ideas as to what might be happening here?

Which edition of Office is she running? 32-bit or 64-bit?
Did your customer install latest service packs? Both for Vista and Office?
And finally, is she using some third-party program like antivirus or antispyware?