The reason for the inevitable troubleshooting question, "has it ever worked or is this a new installation/commissioning" is to determine whether there is or has been functional control logic.
I frequently hear 'it's the program', without the finer distinction that a program is logic.
And most operators will point at the HMI display when they're blaming the logic/program/controls, because the HMI is the messenger and the messenger gets blamed for the fault.