Auser calls you and is quite annoyed. they are locked out of their notebook and are supposed to be in a web meeting. you try to calm them to get information but they keep saying, "still locked out. i need to be in there now! " you explain that you are resetting their password, but you could better solve the problem if you knew how they got to this point. they say they understand but then exclaim, "bam! still locked out. did you do anything yet? all i get is this stupid error and told to try again." you ask about the message and they tell you "error says "numlock is on" whatever that has to do with anything." you tell them to press the numlock function keys once and try again. you then explain, "the numlock function being enabled made the machine think " the customer interrupts, states "i'm in," and hangs up. what have you accomplished?