They sent me a log and the error messages they're getting look like this:
Direct3D9: (INFO) :Direct3D9 Debug Runtime selected.
Direct3D9: (WARN) :driver set D3DDEVCAPS_TEXTURENONLOCALVIDMEM w/o DDCAPS2_NONLOCALVIDMEM:turning off D3DDEVCAPS_TEXTURENONLOCALVIDMEM
D3D9 Helper: Enhanced D3DDebugging disabled; Application was not compiled with D3D_DEBUG_INFO
Direct3D9: (WARN) :driver set D3DDEVCAPS_TEXTURENONLOCALVIDMEM w/o DDCAPS2_NONLOCALVIDMEM:turning off D3DDEVCAPS_TEXTURENONLOCALVIDMEM
Direct3D9: (ERROR) :Device cannot perform hardware processing. ValidateCreateDevice failed.
Direct3D9: (WARN) :driver set D3DDEVCAPS_TEXTURENONLOCALVIDMEM w/o DDCAPS2_NONLOCALVIDMEM:turning off D3DDEVCAPS_TEXTURENONLOCALVIDMEM
Direct3D9: (WARN) :driver set D3DDEVCAPS_TEXTURENONLOCALVIDMEM w/o DDCAPS2_NONLOCALVIDMEM:turning off D3DDEVCAPS_TEXTURENONLOCALVIDMEM
Direct3D9: (INFO) :======================= Hal SWVP device selected
Direct3D9: (INFO) :HalDevice Driver Style 8
Direct3D9: (ERROR) :Failed to create driver surface
Direct3D9: (ERROR) :Failed to initialize primary swapchain
Direct3D9: (ERROR) :Failed to initialize Framework Device. CreateDevice Failed.
Now I've been looking into the problem for a whlie and I can't seem to find any solid conclusions as to what is causing the problem. The device creation is indeed first trying to create with the D3DCREATE_HARDWARE_VERTEXPROCESSING, and then if that fails it's changing it to D3DCREATE_SOFTWARE_VERTEXPROCESSING and trying again, or at least it should be.
So can anyone shine some light on this problem? Is this just purely a hardware thing? I'll know more once I get a chance to check out the machine but for now I'm just trying to draw some conclusions so I know what to test out.