There are two types of people who are very difficult to help when they have technical problems: 1)the one who provides almost no information, and 2)the one who provides way too much information. The first usually doesn't understand anything beyond "it doesn't work", while the second has spent some time trying to figure things out themselves and they're trying to be helpful telling you all the things they've tried so you won't waste your time trying the same things.
They both require patience to work with. With the first you have to explain minor things and have them try things and report results so you can figure out what the problem is. With the second they'll always try to divert you diagnosis with a "i've tried this or that so it's not the problem." Of the two the first is the easiest to work with although at times it can be tedious.