Pro tip: ask what changed right before it broke, not what is broken

Had a client in Mesa drop off a laptop that would not boot. I poked at it for 45 minutes, reseated the RAM, ran diags, nothing. Finally asked her one question: what happened right before it quit? She said her grandson unplugged it during a Windows update. Restored the update from recovery and it booted in 10 minutes. Now my first question on every ticket is that one. What is the go to question you ask before you even open the case?

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