I've just had a conversation, via email and VM etc., with our company helpdesk that went a bit like this.
Me (via email): On our intranet, I tried to access (such-and-such a link) because I need to investigate our (so-and-so policies). But when I did so it 404'd. (Copied page into email.)
Helpdesk operative (via email): Go into IE (aside: yes, it needs to be IE because of vagaries of the intranet which does not work well with either Google Crumb or Firefux) and reset all your settings, and delete all your history, by blah-blah-blah.
Me: (email) Yep, done all that, the link is still a broken link. Please let me know where I can go to get this information, or just email me the relevant document. I need to investigate our (so-and-so policies).
Next day, I get an IM:
HO (via IM): About the problem with (so-and-so policies) you reported.
Me (via IM): yes
Half an hour later, after I've given up waiting:
HO (via IM): About the problem with (so-and-so policies) you reported.
Me: yes
HO: Can you show me the screen?
Me: Yes, no problem (goes into IE, accesses the relevant place on the intranet, shares screen, makes sure HO can see that screen, clicks on the link, demonstrates 404.) See?
HO: Can you give me control?
Me: Okay, but I can't see why ... (gives control anyway)
(Helpdesk operative proceeds to open IE options, resets it, deletes all browser history, exactly what I did yesterday. Nothing changes, the page is still 404'ing. After 5 minutes of nothing else happening, and me unable to regain control of my machine ...)
HO: Can you reboot your computer, please.
Me: Seriously?!?!? Come on, this is a broken link we're talking about. How can rebooting my machine help? Have you tried to see whether it is the link itself which is a problem? Have you tried that same link from your machine to see whether the problem is with my machine or with that link?
HO: Okay I will try that.
(A couple of minutes later)
HO: That link does not work for me, too.
Me: Yes, that's what I said in the first place, the link is broken. Can you let me know how to get the information I need? I need to check (so-and-so policies).
HO: I will fix this and you will be able to see it on that link.
(That was a couple of hours ago now, and I still haven't been able to access those policy documents.)