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Thanks! I'll pass on this good advice! 
"Go forth into the source" - Neal Morse
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You sell the software and service and support ?
You (your company) should help fix the problem, even if it is not your fault, according to pre-defined support procedures (and more so if it is a paid support).
If you find a solution and or acceptable (by both parties) workaround, then publish it and report the issue as fixed (in your bug/support call tracker).
If you cannot find an acceptable solution or workaround, escalate the issue with you own manager; tell him what you did and what the client did and check with him what would be the next steps in regards to fixing the issue.
Good luck.
I'd rather be phishing!
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Yes, it is paid support, and I absolutely intend to continue to help get it resolved even if it means taking it up the chain on their end. As a last resort, I can help her move the application folder onto each user's machine. (sql database, so no worries there) Not ideal, but it will work.
"Go forth into the source" - Neal Morse
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I've had problems in the past where a user's password has expired at some point after logging in, where an application asks AD for authorisation using the cached credentials after the point of expiry. Getting the user to change their password cured the problem
=========================================================
I'm an optoholic - my glass is always half full of vodka.
=========================================================
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kmoorevs wrote: ...but still navigating to the program folder through explorer prompts for credentials.
That right there is proof enough that your program is not even involved.
"One man's wage rise is another man's price increase." - Harold Wilson
"Fireproof doesn't mean the fire will never come. It means when the fire comes that you will be able to withstand it." - Michael Simmons
"You can easily judge the character of a man by how he treats those who can do nothing for him." - James D. Miles
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DavidCrow wrote: That right there is proof enough that your program is not even involved.
Exactly! I probably incorrectly assumed that the tech would understand that and remove me from the equation, but I've just received yet another email asking for help. This time I will remote in and 'see' what is going on.
"Go forth into the source" - Neal Morse
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Had a similar problem a few decades back with a program that would print custom reports. The customer said printing was no longer working. Our support guys worked their way backward and found that the customer's computer could not even print from a command (i.e., DOS) prompt, thus removing our program from the problem. When they still insisted on help, we told them we'd have to charge them a support call. I don't remember what happened after that.
"One man's wage rise is another man's price increase." - Harold Wilson
"Fireproof doesn't mean the fire will never come. It means when the fire comes that you will be able to withstand it." - Michael Simmons
"You can easily judge the character of a man by how he treats those who can do nothing for him." - James D. Miles
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The weather is tres bon and I'm orf to pick up Mrs Wife and girls for afternoon drinkie-poos.
I wonder how North America's doing, just starting their working day.
Have a good weekend y'all.
veni bibi saltavi
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It's chucking it down in Devon, I'll tell you that! A lot more poo than drinkie!
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Same in Wales...but we call that a Welsh Summer. 
Bad command or file name. Bad, bad command! Sit! Stay! Staaaay...
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Out my window it's sunny and bright, the humidity's dropped. However, just as a reminder: North America's a bit larger than Wales (or Hungary). Pretty much any kind of weather you'd care to enjoy is available.
In fact - later in the day I'm sure we can rustle ya' up a tornado or two. Just nowhere near me. All we can offer is periods of rain all weekend . . . or not. Nat'l Weather Service and its clones seem to be getting less reliable with each passing prediction-software upgrade.
| "The difference between genius and stupidity is that genius has its limits." - Albert Einstein | | "As far as we know, our computer has never had an undetected error." - Weisert | | "If you are searching for perfection in others, then you seek disappointment. If you are seek perfection in yourself, then you will find failure." - Balboos HaGadol Mar 2010 |
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Hah! In Wales, any kind of weather you'd care to enjoy is available - provided it involves rain at some point. 
Bad command or file name. Bad, bad command! Sit! Stay! Staaaay...
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I'm drinking tea, does that count?
I'd rather be phishing!
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Somewhere it's always beer o'clock.
Goes well on the corn flakes.
cheers
Chris Maunder
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Funny, you said North America and I immeidately thought you meant USA, then remembered that we have neighbors. I'm such an American pig! Guess I should leave work early today to drink and eat!
Hogan
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Well, here in south Florida its hitting 94 Fahrenheit, and not a cloud in the sky. My sister-in-law is coming tomorrow for 3 weeks (she is a nun from the Dominican Republic and the Mother Superior of the convent), so I have to get my drinkie-poos in NOW before the house goes dry 
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S Houghtelin wrote: R2, do you have that beer ready?
That's an R2-Beer2 then, i'd like to have one, i can take him on walk and always have cold beer with me, awesome!
if(this.signature != "")
{
MessageBox.Show("This is my signature: " + Environment.NewLine + signature);
}
else
{
MessageBox.Show("404-Signature not found");
}
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HobbyProggy wrote: R2-Beer2
Perfect!
It was broke, so I fixed it.
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If you needed a reason to attend service - they[^] might have one for you 
If the brain were so simple we could understand it, we would be so simple we couldn't. — Lyall Watson
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hallelujah! praise the bacon!
#region(start signature)
Life's like a nose, you've got to get out of it whats in it!
#endregion
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A customer walks into a restaurant and notices a large sign on the wall: "£500 IF WE FAIL TO FILL YOUR ORDER!"
When his waitress arrives, he orders elephant dung on rye bread.
She calmly writes down his order and walks into the kitchen where all hell breaks loose!
The restaurant owner comes storming out of the kitchen.
He runs up to the customer's table, slaps five 100 notes down on it and says "You got me that time mate, but I want you to know that's the first time in ten years we've been out of rye bread!"
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Elephanting with food 
if(this.signature != "")
{
MessageBox.Show("This is my signature: " + Environment.NewLine + signature);
}
else
{
MessageBox.Show("404-Signature not found");
}
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Now there is a young lady from Alaska who works as a Teen pregnancy prevention spokesperson and who advocates abstinence* as the best preventative. she has announced today that she is pregnant. For the second time. She is not married either.
Her name? Bristol "My Parents are Sooo Proud" Palin[^]
Not laughing.
* Absinthe is pretty damned good in that respect as well<\small>
veni bibi saltavi
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