Yep, but that is their problem, I have it logged that I gave them the tool with instructions on how to use it, with them dismissing it, even when I followed up on it.
I won’t work myself up over a user who is not interested in solving their issue.
Now obviously in real life I would remote in and run the tool for them, but there have been time when they have been unwilling to do that due to some pointless reason, that’s fine, I have logs showing that I tried.