[Smilliam]

To expand on your second point:

The very first thing you should type after your initial greeting should be your question(s). Don't bury the lede.

You can provide all the additional explanation (i.e. what you were doing when it broke, where you've looked, what you've tried, etc) after you ask your questions. By asking up front, you frame the conversation so that the person you are communicating with can read your supporting information with the correct context.

[MivLives]

I tend to do the reverse, with questions as the very last thing. Sorta introduce what I'm about to be asking about.