@richlv @tellyworth @sukiletxe @simon People are liars. You said it was a blank page: they fundamentally don't trust you even to recognize what a blank page looks like, because they have been lied to SO MANY times before and wasted SO MUCH time by trusting what people said and starting to diagnose a problem based on incorrect data and assumptions.
If you are doing customer-facing technical support you quickly learn: trust no one.