Their copy of Amiga OS will only run on AmigaONE hardware that was sold by Eyetech or their dealers and will not work on newer hardware such as Sam440 or Sam460 from Acube.
What testing has been done on the customers system. Test the voltage or change the coin cell battery on the board. If the charge drops below a certain level the system will appear to be dead. Try that first.
The machine also has the ability to send self test data over serial to a terminal program via a null modem cable. Just ask if you need more info.
