true, first hand
User (at insurance brand you know well) asks: hello, how do I get past the wall? Sorry, what wall? I've come in to work and the computer I'm at has a brick wall, how do I get past the brick wall? I start wondering if the user is playing a platform game and wonder if a mushroom princess or giant rabbit might need to be defeated. After trying to get any further useful info, and failing to get any dialogue beyond "get me past the brick wall" I make the trip to desk side. Bingo! Remember how windows 3 had a program manager that could be minimised....and one of the wallpaper options was brick? Yep, solution, press return....or space....or use the mouse to open the ONLY ICON on the screen.