"(Support Company) computer assistance; may I help you?" "Yes, well, I'm having trouble with (Software Program)." "What sort of trouble?" "Well I was just typing along, and all of a sudden the words went away" "Went away?" "They disappeared" "Hmm. So what does your screen look like now?" "Nothing" "Nothing?" "It's blank; it won't accept anything when I type." "Are you still in (Software Program) or did you get out?" "How do I tell?" "Can you see the C: prompt on the screen?" "What's a sea-promp…