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Couple questions to ask here, is he on a network? IE he has 3 computers and one is acting up? Could be that he is using wireless and is in a bad location....Things to look for are bad CAT-5, bad numbers regarding quality of reception as it pertains to wireless from the base to the wireless card. Packet loss maybe suspect. With my DSL and router I run into issues with the wireless letting go and then locking to the signal so it can make for problems in updates...sometimes I will time out, hit ok, hit try again and then it continues on fine.....
Sometimes a refresh may be needed out of the modem. With the DSL modem, I run into issues where it just sits there and stares at me....to which I politely smile and disconnect power and reconnect.
FWIW
Rich
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I think he has pretty much checked out everything on his end. He is thorough and careful. The clincher is that he will make no changes and the problem appears periodically. Oh, he's not wireless.