So the first question we always ask when a user has a problem is, what is your computer name.
You can always go the right click on the mycomputer icon, then properties, the computer name tab, and then read me the name after Full computer name.
The cheater way is to tell them hit start, run, and then type %computername%
It will give them an error that contains their computer name, nifty huh!
Another thing I sometimes have people do is flush their dns cache.
Usually the command is ipconfig /flushdns but I can never remember whether it is a forward or a backslash and sometimes the user does not know the difference anyways. So the solution
ipconfig -flushdnss , everyone knows where the dash is! Just eliminate that hassle