Client having trouble opening file

Hello,

Normally, my clients can open the interactive pdfs using Adobe reader with no issues (files created from Sketchup models).

However, I currently have two clients having trouble with the same file.  Attached is a screenshot of the error they get.  Each has assured me they have downloaded the current Adobe release and both use Adobe Pro.

I've tested the file on another computer in my office and it works fine.  Any suggestions?

Thank you in advance,

John