I should have included a link to the topic:http://www.bleepingcomputer.com/forums/t/99679/still-infected-or-something-else-wrong/
TMack, thanks for the link, I will pass it on to her. The closing of the Sygate forums has created a real information gap for those who want to continue using the program.
As to what exactly the problem is -- from what you and John are saying, it must be that she has managed to alter the default settings. I suspect she has been "answering questions" without really understanding what firewalls do, that's probably why she can't post replies here. I did some googling and found a topic (did not bookmark it, sorry) that seemed to indicate that the default setting of blocking ICMP might cause problems like this. However your experience indicates that this is not the problem.
Oh, and congrats on your promotion to BC Advisor!
John, thanks also for your reply, I will suggest to her that she first just try allowing full access for IE.
Any further suggestions or comments are welcome.