Even when trying to help a user/customer/friend/…, always apply the KISS (Keep It Simple & Stupid) philosophy! I just spend 30 minutes on the phone to help a guy who can’t connect on the Internet… You know the classic cry: “Internet is down!?
Of course, I immediately checked lot of stuffs: his IP config, routing table, etc… Suddenly, it worked again! He just disconnected the phone line by accident! :-[