Check that the Smartlinks addin is installed. The easiest way to do this is by opening the Addin Manager and Removing it and then Installing it again. Confirm it exists by checking the registry key at HKEY_CLASSES_ROOT\HowNow\Shell\Open\Command exists, and is pointing to the same location as the HowNow shortcut on their desktop.

Change both the above registry key location and the shortcut location to using UNC rather than a mapped path (eg. \\servername\hownow\HowNow.exe instead of X:\hownow\HowNow.exe).

Confirm that the command in the registry key above has the correct number (and placement) of quotation marks.