A mechanic would not tell a car owner to check under the hood to make sure the transmission is installed correctly and to fiddle with some knobs. However that is what tech support will routinely do when an application isn’t working as it should. Tell the Mac owner to open up the Terminal and enter some code. Now for those who don’t know, the Terminal is a scary place because it is not WYSIWYG. It’s code and commands. It’s the reason some of us of a certain age DID NOT get into computers when we were going to college. It is because those very same people, the Humanities majors, went “WOW!” when we first discovered Macs and its GUI back in the 80s and 90s, which…had no such thing as a terminal. It is why other Mac users who were not in the above Humanities majors category, and who were more technically inclined, had orgasms when OS X came out, built on Unix, because it had a Terminal.
So I had a little software issue recently, and tech support told me to enter some gobbldeygook into the Terminal, which didn’t work, and my heart was racing for fear of wiping out my hard drive. Yes, I backed up with Time Machine right before I did it, just to be safe. AFAIK, my computer is ok. I tried installing the software again, and this time it worked. I don’t know why it didn’t before. Geez.