By the time they ask you for help, they have probably tried several different things. As a result, their computer might be in a strange state. That is not their fault. Your primary goal is not to solve their problem . Your primary goal is to help them become one notch more capable of solving their problem on their own.
Most user interfaces are terrible.
When people make mistakes it's usually the fault of the interface. You have forgotten how many ways you have learned to adapt to bad interfaces. Let them do all the typing, even if it is slower that way, and even if you have to point them to each and every key they need to type. That's the only way they are going to learn from the interaction. Find out what they are trying to do.