Support Assist claims hard drive failing; hard drive tests passes all our hard drive scans

Hello, an IT company in New Zealand, we have many Dell business grade laptops over the years. We have one laptop that is now producing an error. We apologize for the blurry image, but this is what we were sent (as business customer is a few hours away). We are now trying to figure out with laptop on hand what is going on, when it started and how to fix this. It's now unusable. 

Do you know why this happens? (As our hard drive scans show the hard drive health is perfect, no errors

What is the solution? What is the cause? 

Thanks 

Dee from Muzz IT Ltd - New Zealand 16th Aug 2023