There was nothing uncivil in the response the above commenter gave.
Instead I would restate the question to avoid bad answers. If you start by saying what you've already tried, and how it worked, it cuts off most of those "lazy answers."
In my experience most lazy answers are provided as response to lazy questions.
Spoken like someone who has never worked in a customer support role.
You can never assume competency, from anyone. Even the best amd brightest have bad days.