It is easy for me to jump to solution mode when someone seems like having troubles. But the older I am, the more I realize, that emotions are not issues.
You can be emotional, but there might not be anything wrong. Or you do not know what is wrong yet.
Trying to help someone who is emotional without them first describing what is wrong is not helpful for either side.
So first, ask the other side what is wrong and ask until they can clearly describe what is wrong and ideally how you can help them. Only then get involved in the solution.