15 min freeze when printing problem

Hi,
I'm having a big problem with a software I've developped for a client.
The program is an applet which is stored on a static folder on a server and is accessed through dynamic html pages that contain specific parameters for a session.
When they try to print, the applet seems to freeze for about 15 min ( the display isn't refreshed anymore ) then the printer begins to print and the applet works again. This time is constant. When they launch the applet on a static page in the same folder as the applet there is no problem.
I haven't encountered the problem myself during the tests i have made and I really don't see where it could come from.
Can someone help me on that issue?

Yeah, I suspect they are not completly right about what they tell me but there are many reasons why I can't go there to observe it first hand. One of them is that as the product is designed for extranet using and the intranet is not so much important, it is just for them to make tests so I think they have rather go on with the problem than pay another days of study. Furthermore I work for a very small company ( made of students in fact ) and we don't have the means to duplicate the problem.
Yet i really feel (I may be wrong ) that my code isn't responsible for the problem, and I would like either to prove it to them or to correct it if there are mistakes. But the printing code is so simple and so doesn't involve anything with the network that I can't dream why it would do that.

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