Customer of our Adobe AIR app says she keeps losing her license activation when taking the laptop offlineAnswered

Version of TurboActivate: v4.4.4.0

App Platform: Adobe Air on Windows

Customer OS: Windows 10
 

One of our customers claims that her installation and activation of our software “keeps lossing the license” after taking the laptop offline and then running our software while offline. I'm unable to reproduce on any of my Win10 or Win11 machines.

She writes: 

We have (2) dedicated laptops that we put on the network for enough time to pull down software updates and to pull a license. Once licensed, we don't put it on the network. Last year, I never had the problem of it losing the licensing, but it seems like if the computer is not put on the network every other day, the licensing disappears and I have to connect it to the network and then take it back and repeat this process the next time it happens. This is a new behavior.

We've been using TurboActivate v.4.4.4.0 since it came out and haven't pushed any updates to our software in several months, so the new behavior she talks about must come from something else. Is there any OS settings in Windows or weird Windows settings that could affect TurboActivate like this? Any suggestion to what may cause an issue like this and how to fix it for this particular customer?