Hi again -
Perhaps I could have been a bit clearer.
It appears that Family Tree Maker the .ftw file was exported from was a more recent version than the viewer. Therefore the viewer, being older, could not recognise the formating.
My poor friend has been trying over and over again, as well as all day today to get it working. I just received another version and I will see how that goes.
THANK YOU very much for the offer - I may just be in touch !