I'm glad the upgrades worked for you. The objective, after all, was to fix the customer's problem.

One of the things I've always had problems with is the notion that Not Everything Is Worth Knowing. In this case the effort to find out exactly what the failure cause was and how to fix it would take much more effort than could possibly be saved with that knowledge in the future. Some things never repeat and are a "fluke". Sometimes we forget enough not to recognize a repeat of problem. Of course, when we can say "I've seen this shit before.", we are an expert.