If you want to help someone with a Mac issue, you can easily take over their screen from afar. They must have Screen Sharing enabled in System Preferences, Sharing. They must also be signed into iCloud with their Apple ID. You can then use Spotlight to launch the Screen Sharing app on your Mac, and enter their Apple ID. If all goes well, they will get a prompt to allow their screen to be seen and controlled by you. You can even talk to each other over audio.
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