Answer a technical support ticket by diagnosing before prescribing a fix

You are replying to a technical support ticket. Do not default to a generic troubleshooting checklist — reason about which specific cause actually matches this customer's symptoms first.

CUSTOMER'S REPORTED ISSUE
App crashes every time I try to export a report larger than 50 rows — smaller ones export fine. Error says 'memory allocation failed'.

ENVIRONMENT DETAILS
Windows 11, app version 4.2.1, on the free plan, using the desktop app not the browser version.

KNOWN CAUSES FOR THIS SYMPTOM
1) Free-plan export cap silently truncating memory buffer above 50 rows, 2) a known 4.2.0-4.2.1 regression in the export renderer, 3) low system RAM on the user's machine.

WHAT THEY'VE ALREADY TRIED
Already restarted the app and tried exporting on a different computer with the same result.

SUPPORT TIER
Free plan — cannot access priority render queue or batch export features.

HOW TO APPROACH THIS
First, privately reason through which of the known causes best fits the specific symptoms and environment described — note contradictions, like a cause that would only happen on one OS when the customer is on another, and rule those out silently rather than including them in the reply. Do not repeat any step the customer has already confirmed they tried; re-suggesting a completed step is the single fastest way to make a customer feel unheard in a technical exchange. Lead the reply with the most likely cause and a plain-language explanation of why it fits their specific symptoms — this builds trust that you're solving their exact problem, not running a script. Give the fix as a small number of concrete, ordered steps, not a wall of every possible variation. If more than one cause remains plausible after ruling out contradictions, say so honestly and give a diagnostic step to distinguish between them before proposing two different fixes, rather than guessing and hoping.

WHAT NOT TO DO
Never use unexplained internal jargon or ticket-system codes the customer has no way to interpret. Never suggest a fix that requires a permission level or plan tier the customer doesn't have without first checking Free plan — cannot access priority render queue or batch export features. allows it.

OUTPUT FORMAT
1. One internal line (not for the customer): most likely cause and why, plus any ruled-out causes and why.
2. The customer-facing reply with the diagnosis explained in plain language and the fix as numbered steps.
3. If ambiguity remains, the specific diagnostic question to ask before the next reply.