This look like the same exact problem I posted a few weeks ago.
To which nobody have been able to even sketch an answer to.
We have not even heard back from this user yet. So it may be nothing like your problem. Either way, I'm sure that they will have no problem with it unless they insist that their set-up is perfect and no problem could arise from their end thus negating our ability to help them.
So let us wait and see what is said before spamming up the thread, yeah?