When troubleshooting, you need to check settings, check membership of the local Administrators group, and try to get the user you are advising to tell you calmly and unemotionally exactly under what circumstances a child accessed unsuitable material or was unable to access a good educational site. In this area, possibly as much as or more than any other, the PLBSM principle applies—the problem lies between seat and mouse.
I always liked PEBKAC better, Problem exists between keyboard and chair. In the old days of helpdesking, we had an ID-ten-T error for users that were especially "challenged". Of course, you write that out and you have ID10T.
Humor in IT is necessary for sanity.
