Standard Debug Questions

We have a flash application with video that was developed by
a third party vendor
http://www.lfg.com/LincolnPageServer?LFGPage=/lfg/ipc/index.html
(Click on tell me more)
We just plugged in the code on our site to open their
application. We do not have the source code to debug.
Management comes back to us with second hand reports that it
is not working properly. We know since there is streaming video
(vital stream), they can ask the user if they are using a dial-up
connection. It always works fine for us using our high-speed
connection.
I was wondering what other questions you ask when people tell
you a flash application is not working?
Or what other things we can do to try and consistently break
the application so we can ask the third party to fix it.
Thanks
Mathias

-- Are they seeing a specific error, such as a script timeout
error?
-- If they right click where the content should be, what's in
the 'About Flash Player' menu?
-- Use right-click to check what Flash Player version they're
using
-- After that you just have to try to get them to clearly
describe what they -see-. It's helpful if you have some text
description you can give them that describes what they should be
seeing, for comparison. For example, "if you look to the right of
the word "Go" you should see a video player. What do you see?"
You know what really helps for this kind of thing? Some kind
of screen sharing/web conferencing (we use Acrobat Connect
obviously). Although that doesn't really work if the problem was
specific to dial-up users.

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