They are not playing games with you when they ask this. Don't lie and say you have if you haven't because the tech will assume you are telling the truth and end up wasting your time. Rebooting clears the RAM and clears the temporary file. It stops the writing process (of the temp file). It gives the computer a chance to try again.
Rebooting your computer is always a first step in solving tech problems. It's not magic, it's just science. Cleared RAM is fresh RAM and a chance to try what you were wanting to do again.
Solving computer problems is basically the scientific method. We ask so many questions to eliminate all the possibilities and what's left are possible causes. When we eliminate all but one, then we have a winner!
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