Him: Hello (thick accent). I am having an error. It says something is invalid. There were error numbers between two brackets, but I don't know what they were. Can you help me?
Me: (Suuuuuure. No problem! Let me put on my psychic hat...) Well, can you try to start the tool again and let me know the error message you see?
Him: The computer is in another building.
Surprisingly, I did end up getting him up and running... it just took forever.