In addition to the other suggestins you can try:
telnet to the PM
'set console'
'set debug 0x51'
have the user dial in, you will see the PPP negotiation messages as they
happen (you could script this from UNIX so you have it to email support if
it comes to that). Watch for any problems, like no response from one side
or the other, or NAKs.
When done:
'set debug 0x0' <-- IMPORTANT, always turn this off or it can cause problems.
'reset console'
-MZ
-- Livingston Enterprises Technical Support Phone: 800-458-9966 FAX: 510-426-8951 support@livingston.com <http://www.livingston.com/> 6920 Koll Center Parkway #220, Pleasanton, CA 94566