I had a client with an error message on their screen. Standard protocol they read me the message, I tell them to say OK to the error. They say OK, then I ask them what they see and they read the error again. Confused as this is usually a one shot error, I again tell them to say OK, and tell me what they have on the screen. When they again state the same error I fired up the remote control software to take a look.
I see the standard error on the screen with the bright candy like OK button and tell them to say ok. They again, say OK, but I notice their mouse cursor never moved.
I then stated slowly, "Click OK"