Thanks, I am going onsite tomorrow... It is a 4 hour drive one-way but that sounds like a solid place to start looking. The customer is not, ummm, how do I say this tactfully, the most technically inclined, if you know what I mean, so anything is possible. At least this gives me someplace to look. The description of the trouble above is exactly as it was reported, when I called and tried to get more information they were not real helpful so we will see how it goes.