We tend to become blinkered when we're supporting a particular product or service - the powers that be show us "the sources of wisdom" (usually a Knowledge Base or a series of FAQs or pre-written hotkeys) and leave us to support the thing we're being paid to support. If the problem we're encountering isn't covered under those few bits of info we're pointed at, we tend to default to further escalation or making something up to appease the customer.
However, there's a vast wealth of info on the internet - exercise your search engine chops when faced with a problem tangential to your product - maybe it's a piece of 3rd party software that isn't playing nice, or an error code in a program that accesses your service. A simple search for the error message and the product will turn up more info quickly.
Even if it isn't the exact answer you need, it should be more info than you had earlier. And of course, write it down or bookmark it for the next time you run into that situation.
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