I was so pleased to be able to help Ms M to use her computer again. It took me a little while to establish the issue whilst she demonstrated how she navigates her files with the keyboard. Essentially, all the usual documents were mysteriously missing from the folder when she went to open them from word, despite the fact they were definitely saved. She was much more convinced I would be able to fix the issue than I was, but once I had a chance to fiddle around with it, I realised I just needed to change one dropdown and everything magically reappeared. Ms M was delighted, and felt her faith in me was well founded, so then asked me to do another couple of things, including making sure the scanner was working, and see if it is possible to download Zoom on her phone. All in all a successful visit - Ms M was able to get back to her poetry writing and I managed to maintain the facade of being a tech wizz.