It isn't working.It might be phrased as "My gronkulator doesn't work." It might be slightly more sophisticated and read "My FooBar Software won't take my password." Do you non-supporters see what those have in common?
There's NO USEFUL INFORMATION FOR THE SUPPORT PERSON! What would be helpful might be "The gronkulator is making horrible vibrating noises and the circuit breaker keeps tripping." Also useful would be "When I enter my password, FooBar says I've activated too many times in a short period."
Without those useful details, all I or any other supporter can do is try to ask probing questions. This is bad for us, in that it's frustrating and wastes our time. It's also bad for you, because especially if we're supporting you by email, you get your help hours and maybe days later than you could have, if you just gave useful information in the first place.
Want some tips on how to make things easier for both of us? Don't be any of these people. And ask Smart Questions.