Email access problems (Remote User)

Are they on a different ISP than your server? The user's incoming mail should be his ISP's address. Outgoing would be the server name.

Exactly what do you have working and do you not have working at this point?

ok, i'll bite.
what email? internet email? intraoffice email?
what if any error message(s)
describe what happens (what are the steps to reproduce_
when did this last work
what (do you think) changed?
what is your email address?
did you get my test message i just sent?
assuming they are pop3 client to myisp mail server.
can they browse the internet when it happens?
if no browse, find out why. another set of questions.
if yes browse, ask
'who is your isp?' (see if matches email address)
have you called them about this, what did they say
can you ping your email server? (locate info on myisp website)

1)What happens when accessing email?
2)What type of error,when trying to access server?
3)was the system configuration setup,by the IT department,before leaving the office.
4)does user have permissions to gain access to server,and permission to access around firewall

First question:
Can you connect to the network?
If no, do you have VPN installed or some form of communication software? (set up by network support preferably)
What is required to connect to the network?
What is required to email?
Is this a company computer or your home computer?
If it is a home computer how is she trying to connect to her email? Via web mail or through Outlook. If they are not connected to the corporate network Outlook will not work because it has to have access to the Exchange server behind the firewall hopefully. If it is via web mail make sure they are typing the url exactly as it should be typed. Have someone in network support create a url shortcut on her desktop so all they have to do is click on the shortcut to get to the web mail. This will depend on if web mail is set up. Hope this helps.