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The symptoms point to a Cache-Control problem. You and/or the customer should review the OCS 10g Administrators Guide and refer to the section on relaxing Cache-Control settings in order to fix an IE bug that has to do with opening attachments.
Configuring Oracle Web Access Client Attachment Caching -- http://download-west.oracle.com/docs/cd/B25553_01/collab.1012/b25490/ch_managing_components.htm#sthref775