-May I have your first name and last name.

-Are you seeing an error message on the screen?

-Could you show me that screen again?
-I am going to ask a few questions that will help diagnose the issue, is this ok
ay?
--I am going to ask a few yes or no questions to isolate the issue.
Did this issue start today?
Is anyone around you also experiencing this issue? ---ok, thank u that helps
Note: What is the issue you are experiencing today?
-Can you describe the issue you are experiencing?
you mentioned............
you mentioned an error message on the screen-what is the error message?
how many times has this happened.?
-Can I confirm this information with you.?
and It appears to be working now right?
Would you please check to make sure this worked?