There are certain people that just don't have developed critical thinking skills and will shut down the minute something goes different than expected. I have dealt with a few of those types of people in my career and it is incredibly frustrating. The best thing you can do for them is not to help them in the way they want, by giving them the answer, but by making them do some of the grunt work on their own before they even come to you. I ask a lot of questions about what they are seeing and if they can't answer them then I make them go back until they can. Simple things like "what have you searched for regarding this", "what does the error message say" in order to get them in the habit of actually starting to look into their own issues.