Published, emailed Storyline 2 files stuck on LOADING

I've finished my project and mailed it for approval. I've repeatedly explained it needs to be downloaded and unzipped before trying to launch, so that IS being done. But my Approver sits staring at a LOADING screen for in excess of 15 minutes before throwing in the towel. It's been suggested this is an update or a flashplayer issue, but I don't know how to tell which.

 

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