Can't share screen to another computer but can control another - WHY??

I have a client I want to be able to control her computer when she needs me to through iChat screen sharing when necessary.
she is on a MacPro Quad-Core 10.5.7
she can control my screen but I cannot control hers!!! she accepts the screen sharing request, and on my end it just sits there forever but screen control never happens for me!
I tested a new user on her machine, and the same exact behavior occurred.
I tried plugging her into wired ethernet instead of her airport wireless connection...that still didn't work
she has a macbook pro on her home network running 10.5.7 which I can screen-control through ichat screen sharing with no problems whatsoever
but I cannot for the life of me figure out why no matter what I cannot control her macpro's screen through ichat
are there any preferences/files I should trash?
i am a good troubleshooter and this has left me completely stumped
thank you for any light you can shed on the problem!

Ok,
Verizon.
Try getting her to set iChat menu > Preferences > Video/Audio section > Bandwidth Limit drop down to 500kbps.
What we have here is a Connection that is super fast.
as a consequence her iChat maybe be thinking you have not responded and end the chat just as it connects.
She probably has this device
http://portforward.com/english/routers/port_forwarding/Actiontec/MI-424-WRv2/iCh at.htm
Ignore the settings for Port Forwarding as such. Use the page for the Access info only.
That firewall shown I think has High, Medium, Low and Off
Try it at Off as there are features within the other setting that could get in the way.
Also check the Advanced Filtering and Access Control.
Access Control should be about who can log on to the Modem to make changes.
The other should be about the sort of Web site she can visit but it may list other features as well.
A test Mac User account with the same iChat Details should be a fair test.
9:24 PM Thursday; July 2, 2009
Please, if posting Logs, do not post any Log info after the line "Binary Images for iChat"

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