Some users simply refuse to understand an issue or take any initiative in resolving it.
There are multiple networks at my work, and I don't have administrator access to all of them. This means there are certain issues I can't do anything about, even if I understand what needs to be done.
Here's a conversation I have with certain users, not infrequently:
Helpless User: Can you fix blah-de-blah?
Me: I don't have access to that since it's not on our local network, but you can submit a ticket to the corporate helpdesk and they'll remote in and get you fixed up.
Helpless User: So there's nothing I can do?
Me: You can submit a helpdesk ticket and the folks at the corporate helpdesk will remote into your system and get you squared away.
Helpless User: Well, I guess since there's nothing I can do, I'll just live with it.
Me: Yes, I guess that is the only sensible course of action we have left at this point.