A person has to have the mental model of knowing they need to use this type of tool, know what specific tools exist, and how to operate the tool. If they're missing any one of those prerequisites, or they are not familiar with executing any part they will get lost. A lot of Windows software download websites have predatory fake download button ads. Smartphones have reduced the steps needed by centralizing software acquisition into app stores, hiding files and the file system, and obviating or automating housekeeping tasks like updates, anti-virus, restarts, and disk defragmentation.

When I bought a PowerMac 30 years ago it came with a manual. It assumed zero computer operating knowledge. That the mouse had to be slid across a mouse pad, and not pressed against the screen.