Some e-mail reader software have a security setup that prevents attached files from being displayed and opened. If you use Outlook Express you must to through the security setup to allow attached files. Use the menu and select 'Tools/Options'. Then open the 'Security' tab. Within the group 'Virus protection' there is a checkbox that must be blank to avoid blocking of attached files. Other e-mail readers have similar setup possibilities. The file format used by Stena Line here is from Adobe. Their PDF format is very commonly used and the files we send cannot be virus infected. If you need to download Adobe Acrobat, you can do so for free at the Adobe site.