I have a user who purchased a course from us experiencing an error "The media could not be loaded, either because the server or network failed or the format is not supported" when attempting to play a video in one of our courses. She is using chrome Version 77.0.3865.120 (Official Build) (64-bit) on a laptop. The course is being viewed from our LMS Docebo. I have tested on this version, an older version, and an even newer version of chrome and can not reproduce the problem.
I have attached the course export settings (scorm 2004 3rd edition)
What can I suggest to this user to fix the problem? A timely solution would be appreciated as they are a paying customer.