If you want more details on why I'm suspicious, just say so, and I will figure out how to PM you.
Sure, email me at email@example.com.
How difficult is it to fix the problem remotely? What does the task involve? Would it expose the workings of the licensing system if you walk him thru how to fix it remotely?
Mostly it involves seeing where the process fails. If I were to guess it sounds like a user configuration error (bungled group policy editor, registry that has been "optimized" a.k.a. ruined, etc.). We don't expose any of our source code. We can get a lot of information just by watching the process (because we understand the internals of what has to happen).