Using the IT professional as an excuse is not a good idea. Being an IT manager means to help others at your site to work out their frustrating problems in case they have any, not to escalate their frustration. You won't last long with the attitude "it works for me so it should work for you, too" from your way of speaking. Thinking that is fine but I bet you know that otherwise is true, too, in a lot of cases.
On a forum, where users try to help other users, it's best to post what you think is the solution. If it works for others, that's good, if not, a simple "sorry, I'm out of ideas." and stop the conversation there will work out much better. That's the best one can do trying to helpful without being on site, IMO.