Unable to Ping a Wireless PC from the server it is connected to.

Hi guys, just need a little help with something. I am currently stationed in Mississauga, Canada. trying to connect to a users computer in Addison, US. We usually just ask for the IP and connect through dameware or netsupport. In this case, I cannot ping the IP from my computer as well as the Addison server (connected remotely) but the user is able to access his mapped drive to the server as well as go on the web.

I know this may seem confusing, obviously the reason why I am asking this question.

Please help.

Regards,

Corey