"Please just describe the problem and, if possible, how you reproduce it. No, just describe the problem. What's happening when you press the button? No, just the problem! Not what you think is causing it."
It's a conundrum because good super-users can help less technical people in their groups. But, their issues tend to take more time to unravel.
A favorite was someone to run free and declare the system was "out of memory and must be swapping". It recurred so often I think that theory passed from group to group like a treasured heirloom until we wrote a FAQ on the subject. Fortunately in my opinion getting ops and development to work together built mutual respect for respective skill sets.
[†] Q: can you check A, User: why if the problem is Z? Q: could you do B and tell me what the response is?, User: but I'm sure the problem is Z, Q: what version of C do you have?, User: that shouldn't' matter because the problem is Z, ..."
[‡] meaning it is not running against any SLA clocks
The two matters could be separate symptoms of the same underlying problem for which more information is needed. Admittedly in this case you would probably be right and the tool is likely failing to update because it is getting the same 503:Overloaded responses from the http server, but that is not necessarily the case (perhaps the server is agent sniffing and provides a different, more human interpretable, response to requests from browsers, the response for humans is proxied by this server from another and that is currently overloaded, so the update tool isn't getting the same 503 responses that you are).
> The thinks-their-technical users
English was not my first language and sometimes I get tripped up. What does this mean?
Putting dashes between a bunch of words isn't really a correct way to do this, but it's a way to smash a bunch of words together and pretend it's one word. In this case an adjective describing the users.
In this case, I think it's a poor style choice, because there are two verbs and an adjective being combined, but there's nothing 'incorrect' about doing so. It might be clearer to say "users who think they are technical," but fixing the mixed pluralization and incorrect use of "their" would go a long way on their own.