The user got her help from Duxbury Support. Here was the fix. I decided to post it in the event others have the same issues. Thank you for posting your question and for sharing DBT's answer to your problem.
Control-k is a shortcut to add a skipped line.
Regarding the box this is because the box is big.
Click on the document menu and click modify style.
Now after clicking ok remove the [kps] and [ki1] codes from the beginning codes and remove the [kpe] and [ki0] codes from the ending codes.
Click ok and say yes to modify the style.