How warm is the engine when he tries to start it?
Sometimes, even if it seems warm, they won't start without the glow plugs cycling once. Don't know why, they just do. My 6. 9L and both of my uncles 7. 3L N/A in his '91 and '92 (40k(?) on reman from Dealers Diesel) do it. Sometimes even if the water temp. is on the bottom edge of the Normal range.