“Tell me what you see as it’s starting back up” “It’s still the same screen…” “Ok, maybe it didn’t work. Walk me through your steps to restart it.” “I pressed the power button on the screen to turn it off. Press it again to turn it on.” “Oh, ok, ya. Click the the lower left corner of the screen with your mouse, then the power icon in that window that just popped up, then the word restart. More steps means it’s more thorough, so it should this time.”