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If you already know what information is necessary, and are aware why it possibly could make a big difference, you likely also already figured out the answer. If you get a generic question like "Calibre isn't working. Please help", it is up to you whether you want to answer or just let it go. If you feel like engaging, then you could answer with a "We may be able to help if you give a little more information what is not working and what you already tried to fix it."
It is not worth losing sleep over. And nobody mandates for you to answer.
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