Only once, actually. I think I'd short-circuited some of that by listing all of the things I'd already tried. I'd neglected to mention the specific combination of things they suggested, although I had done it. I'm no stranger to computer troubleshooting. I can't say as I blame them suggesting it, though, as I've been on the other end of tech support myself and a default assumption of Stupid User isn't necessarily wrong. Whenever I go into a tech support situation, I recognize that Job 1 is convincing support that I really do know a bit about what I'm doing.