this is what happens when management hires family whose skillset is just 'always been good with computers'.
@NanoRaptor assuming the ticket was describing the issue as clearly as this post, missing from the skill set, apparently, is “reading”.
@CynAq @NanoRaptor I can kind of see the IT tech going “nah; printers don’t plug in via HDMI, they use USB, they’re just naming the cable they know” but also if the request has come from someone running a specialised unit at least double check that.