People are usually not specialists in every bit of software and hardware they use. The field also includes novices and budding enthusiasts trying or adopting, which when rarer snafu instances pop up are not going to spend weeks getting to the level of expertise to solve it themselves. Though many people do like a challenge to solve problems themselves, more often it's easy to see that maybe they do require some help, pre internet it was asking other people in the field, then with the web over the years it's been a pathway that's evolved from being predominantly on usenet asking, IRC, to forums until one didn't have to join a forum to ask, search results got to a point where the right keywords would find that information within the great number of help based areas. Of course quality data within forums and blogs are /were for good search engines. It's been a pity that some search engines and now LLMs have abused bandwidth forcing some forums and the like to tighten permissions / require password access.