ShaRp,

It could be related to the remote control. If the remote control is outside the one year warranty it's $33 for a new one including P&H plus a further one year warranty.

She could also try a Decoder Upgrade if the STB itself didn't update due to being stopped by the user. You can perform the manual update by:

Menu > Advanced Options > Decoder Upgrade (should be below Local Time) Press OK twice to start the upgrade which takes between 10-15 minutes.

I always find it funny that all neighbours and friends have the same problem.