It is working now. I connected to her computer
with dameware about 10 seconds before calling her.
She voice concern about this since she handles
sensitive information and mentioned that she
thought we had a policy to call and then connect.
I told her I didn't remember being told that, but
would practice it in the future, which I will. I
hate calling, saying I am gonna remote in, and
then dameware not working with the machine. 

She is out of the office until Jan 2 

Says the hour glass appears and is working really 
slow, says she has tried rebooting but still 
nothing appears. 

Remoted into her machine and opened Word.  I could
open it, but it would freeze when closing.  I ran
Ccleaner and this seems to have fixed the issue. 
I called her and left a VM asking her to call us
back and verify that the issue has been resolved.