Being aware of someone’s troubles does not mean you need to fix them. People usually aren’t looking for solutions from you anyway; they just want a sounding board. Moreover, you shut people down when you start telling them what they should do or how they should feel. No matter how good your intentions or how sage you think your advice, people reflexively resist and resent directives, even if gently delivered.
Don't offer solution right away, try start from emotional perspective
