Before doing anything else:
1. Has the customer kept their Windows 10 installation up-to-date? Microsoft, thankfully, has made it harder for end-users to disable updates, but they haven't made it impossible.
2. Has the customer tried running your app and/or the TurboActivate Wizard as admin (Right click, click "Run as admin")?
3. Has the customer tried updating their network adapters drivers? The drivers are software too -- and they need to be updated. (Opening the device manager, opening the network adapter node, and seeing the name of the network adapter is enough to google for the latest drivers).
If you've tried 1, 2, and 3 (all of them, please), and the customer is still getting errors then email us at support@wyday.com and we'll send you some commands to run on their computer (diagnostic commands to see what exactly is going on).