Which is extremely common and extremely frustrating for everyone involved. Not saying people don't lie, but if we're talking about Windows, it's a confusing, poorly designed, over-engineered, buggy, sloppy, confusing, frustrating, awful mess. And I have experienced this personally.
Do every single step of the recommended troubleshooting 3 times, with no success. Call IT, have them tell me to do the troubleshooting I just did, and it magically works.
It made me laugh that the easiest thing on this to make, is the one thing you didn't make.