After receiving a call from a user stating that their application is 'not working', which of the following is the MOST effective open-ended question to initially ask in order to gain a better understanding of the problem?
When did you last update the application?
Do you receive an error message when you try to launch the application?
Are you connected to the internet, and is your network stable?
Does the application freeze or crash at startup?
Have you tried reinstalling the application?
What specific issues are you experiencing with the application?