Pro Version: No sound on audio (wav) that plays in other devices and on ES Pros on other computers

[LaurenVA]

Hi, a colleague recently registered her Express Scribe software and imported several .wav files. Nothing is audible when she tries to play them and no activity is visible in the dB value box (indicating to me that the software isn't reading any audio in the files). However she can hear the files when she plays them on Windows Media Player on her computer and I can hear them when I play them in my Express Scribe Pro on my computer. The only file she can hear when using Express Scribe Pro on her computer is a .wma file.

 

I'm stumped. It looks like others have had possibly similar issues with inaudible files when they upgraded, but no solutions have been posted.