Interesting. Are these links to URLs (like, web sites?) or to other documents or something else? Maybe you could make a sample document with fake text where you find this problem, and upload it to a sharing site (like dropbox) and put the link here to the INDD file so we can test it?

Hm. That is very odd. So, when you open the INDD file in InDesign, and look in the Hyperlinks panel, it is empty? Just your computer or on other computers, too? If she downloads it from the google drive and opens it up herself, are the hyperlinks gone?

You shouldn’t have to open it in TextEdit, I think. Here’s some information about installing scripts:
https://indesignsecrets.com/how-to-install-scripts-in-indesign.php

Colin Flashman wrote up a wild trick using the Chartwell font here:
https://indesignsecrets.com/moving-side-tabs-using-only-one-master-page-and-chartwell-bars.php

@Susan: Is there a dotted line around the object? If not, then it’s possible that someone turned off “Allow Master Overrides on Selection” while on the master page. When that is off, there is no way to override a master page object.

Oh believe me this is a battle we’ve been fighting for years. InDesign is a wonderful presentation tool… but PDF is less than optimal sometimes.

Sometimes HTML is better… for example, you can export as a fixed layout EPUB (FXL) as long as your computer has a suitable reader (all new Macs and iOS devices do great). Publish Online is another option, if you’re online. Another option is the in5 plugin from ajarproductions, which has some terrific presentation features.

Wow that sounds frustrating. Not sure what’s going on with the crashing, but note that video in Acrobat does still require Flash. I wonder if something is going wrong with Flash on that computer.