If she is the only one experiencing the issue then its either Verizon or something in her home that is doing it. Is there a specific time when it drops after she connects?
Yes, you will need to capture a log or run wire shark at her location. You can probably skip the wire shark trace since by default Movi is encrypted so you won't see anything, unless someone turns it off on the VCS.
Movi has its own logs located in its profile directory somewhere. By default it is set to capture minimum logs. You can edit the sip text log I believe and set it so it captures at a higher level. Then you can have her replicate the problem and then view the logs. I don't remember the steps from the top of my head, but you can probably find it on the forums or Google it.
Movi logs are actually fairly good since it captures and displays a lot more info than regular endpoint logs. Although you will still need to know how to read SIP signaling in order to interpret the logs.
Most likely her Router or Verizon network is causing the issue. If the problem has recently started, that would rule out the router. If its always been there, you could always upgrade the firmware and make sure packet inspection is turned off or see if verizon will let her replace the router. If I had to guess based on the symptoms, her Verizon Router may be doing it.
