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This is a common problem that can result from many different
causes. You don't say what type of virtual private network your customer is
using or in what configuration, so it's difficult to give
specific advice, but here are some general observations.
Outlook will freeze when part of a remote procedure call (RPC)
packet is missing. Thus, one likely cause of this problem
is a misconfiguration of the maximum transmission unit (MTU)
on the interface. Try using ping
(ping -f -l [mtu-size] [server]) to determine what
the proper size for the MTU of the VPN interface should be,
and then set the MTU of both the client and server to that
value.
Another fix that can help is to change the registry so that
Outlook uses TCP/IP only. This change should be made on the
client.
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