I had a similar experience with an Elan g! system yesterday. Customer called and said that everything was working perfectly, but the "skip forward" button for his DirecTV wasn't working. I was in front of my computer and logging into his system as soon as he called so I looked and, sure enough, the IR command wasn't assigned correctly on the HR2. Made the change and as soon as he finished explaining the problem I said, "try it now."

It worked, and the guy started giggling. He said, you just fixed the remote while I was holding it in my hand, from 50 miles away.

Sometimes technology is great...too bad we missed the issue in the first place.