[Moved to !iiiiiiitttttttttttt@programming.dev, check pinned post.] iiiiiiitttttttttttt.

This is why I don't ask them if they already did something. I just tell them we're going to take it from the top and I need them to tell me what happens at each step. Same goes for restarting there computer. I ask them if they need to save anything because I'm going to try something that may reboot it and then I reboot it remotely (unless the up time actually shows they rebooted it).