Think of a normal shutdown like a restaurant closing for the day. All the customers have to finish eating and leave, and the cooks have to clean the kitchen. Unplugging a running computer is like pulling the fire alarm at a restaurant. Everyone inside has to leave NOW, regardless of what they’re doing.
In your case it’s like calling a restaurant you own and telling them to close. They’ve got a customer who won’t leave, so they ask you if they should kick that customer out.
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