Issue with video loading but only for one user so far

I have a training that was sent out to 14K users and about half completed it.  I have one user who has a very odd issue that we have not seen before, the very first video will not load for the user (see screenshot) and clicking the play error returns nothing.  As the topics are locked until you watch through a slide, the user cannot progress in the training.  We are able to log in as users to test what they see and we can reported this issue but only with this users (thus far.)

Details of training:

Published in TinCan (originally SCORM but experienced a number of issues that TinCan fixed)

Loaded to an LMS

User has used Chrome, Edge and Internet Explorer with no luck.

Has anyone experience such an issue where a very small number of users experience it?

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