Win 2000 offline files/network browsing

I have a customer who is connecting from W2K Pro to an SBS 2000 server and using offline folders. Everything is fine when connected to the network but when he dials in he only sees a limited amount of network shares and their contents. MS KB document 290523 states that he needs to perform a synchronise to notify that he is now connected to the network – but this doesn’t work in his case (works fine on my test machine!).