Turn a support thread into a docs page

You just answered the same question for the fourth time in a ticket.

Convert the support conversation below into a documentation page.

1. State the question as a future reader would search for it, using their vocabulary and including any error message verbatim.
2. Give the answer first, in full, before any explanation.
3. Then the explanation: why the product behaves this way, briefly.
4. Then the steps, as instructions rather than as narrative of what this particular user did.
5. Strip everything specific to this person: their account, their filenames, their environment, the back-and-forth. Generalise their example into a neutral one.
6. Add the adjacent cases the thread did not cover but a reader will hit next.

Then say where this page belongs in the existing docs, and name any existing page that should link to it or that this now contradicts.

Thread:

Runbooks and support. What to do at 3am, the failures that keep arriving, and the limits nobody wrote down.