1. Are they a new player? Not if there's no new person bonus and they're just eating every aoe and ignoring every mechanic without even trying.

2. Did they Recently change their UI? Should've spent a little more time in things like overworld fates, leves, etc, or unsync some of the HW leveling dungeons to get a feel for it.

3. Bad day/Feeling sick? Load up your weapon, shut up, and lets get the ride over with/Turn the game off and go rest or do something less intense.

I don't mean to be rude or condescending, but people use these excuses to just be lazy and not care. Its a problem that can't be addressed because its spilled over into places it shouldn't be and you gotta clean all the mess, not just the source.

I don't deny that they may be telling the truth, but there is content for any situation or circumstance that someone can do instead of end-game content if they're not up to perform reasonably.