Tell him to go to “Start>Control Panel>System>device manager”
Tell him to look for any folders that are expanded… it’s usually a sign that a driver is missing or conflicting with something else. (he’ll see an exclamation point next to the device if there is a problem from what I remember).
Find out whats missing and re-install the appropriate driver. It “should” correct his issues if it’s hardware related.
However, I find it odd that it will dial in at all if it’s hardware related. Does this software have to run in administrator mode? Could that be the problem? I think tech support is just retarded.
Does he have a restore CD?