Something is broken in that installation (some real devices are being reported as not real by their drivers and/or Windows).
Have them install all the latest updates to Windows (in the FAQ) and have them install all the latest drivers for all their connected network adapters (in the FAQ).
And have them uninstall any VPN software they have installed (not real business VPNs, just the foreign-governements-slurping-up-your-data-VPNs: ExpressVPN, SharkVPN, etc., etc.).