What speed is their ethernet connection?
Other than that - perhaps they could try logging in under a different user account on the same computer and see if the issue is resolved.
This is an important troubleshooting step.
and you might suggest changing the network cable...
You don't say which OS, but an i5 is not exactly a speed demon, and 4 gigs of Ram would only be adequate for a 32-bit OS, paltry for 64-bit.
The ethernet connection is 100 mbps due to cisco phones. I have not tired a different user yet I will have to try that out.
The 100mbps connection shouldn't matter though IMO as the file is like a 15MB file. If it were a gig I would understand but we are talking a small file that should be loaded into cache upon opening anyways correct?
Also its a Windows 7 Enterprise SP1 up to date, 32-bit. The i5 is on an EliteBook 8460p or 8470p so it should be like 2nd or 3rd gen. I can get specifics if it matters.