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Best way would be to request their eqdir\logs\dbg.txt - make sure they get it immediately after the crash. This has all the information in that kind of situation on the client end.

From the server end you probably want to establish how long its taking for them zone to zone. There are timers that regulate the auth between zones and even ls->world and world->zones. If these are exceeded their auth may be thrown out as invalid and kick them out to server select. In any case getting log messages to see if they even connect to the next zone would be helpful and what process the zone is entailing for that client.