A short rant, and classic example of PEBKAC. I'm sure you've all been through something similar.

After logging in, the landing page on our custom in-house software only shows you reports from the last 12 weeks. To access older reports, you have to click a poorly labeled tab at the top, then click a button on that page. Lastly, you have to click a "show more" button to see old stuff.

Admittedly, this is poorly designed and convoluted, but with proper instructions, it should be easy.

I gave the user in question a written list:

1. Log in to [system]
2. Click [tab]
3. Click [button]
4. Click [show more]

Paraphrased email exchange:

USER: Sorry, I don't see that page

ME: Can you describe what you do see?

User describes the landing page

ME: That's the first screen after logging in, now do steps 2 - 4.

USER: I don't have that option.

Idiocy continues for many emails

Finally, after an entire day of email tag, I provide screen shots of every step of the way with big red circles and arrows. At least the user finally got the reports.

/rant

TL;DR: See title