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This sounds like Word is in the wrong View. Depending on whether Normal view or Page Layout view is being used, the same document can appear quite differently on the Word window. See the image below for an example. The document is the same in both cases, but in the upper half, Word is in Normal View (see the highlighted icon in the lower left corner of the Word window.) In the lower half, Word is in Page Layout View (see the highlighted icon again).
The margins are there, but they do not appear in Normal View. Only when Page Layout View is selected does the page appear as it will when it is printed.
Does this resolve the problem?
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