End User Computing Factors that Affect Javascript Loading

We present video content to end users and I've recently had a user report that they are unable to view the videos (loaded using JW Player 7 self-hosted) in any of the HTML5 supported browsers (IE11 11.9.0060, Chrome 46, Firefox 42).

We have tested in these browsers repeatedly before going live and we were never able to re-create the issues reported by this end user

Here is the code that is used to instantiate the video player:

<script type="application/javascript" src="http://sharepoint-videos.s3.amazonaws.com/scripts/jwplayer.js"></script>
<script type="application/javascript" src="http://sharepoint-videos.s3.amazonaws.com/scripts/jwplayer_license.js"></script>
<link rel="stylesheet" href="http://sharepoint-videos.s3.amazonaws.com/scripts/player.css" type="text/css" media="screen" />
<div id="visualSPPlayer">Loading the player...</div>
<script type="text/javascript">
var playerInstance = jwplayer("visualSPPlayer");
playlist: [{
        image: "http://sharepoint-videos.s3.amazonaws.com/screencasts/20002/poster.PNG",
        sources: [ {
            file: "http://sharepoint-videos.s3.amazonaws.com/screencasts/20002.mp4"
         tracks: [{ 
file: "http://sharepoint-videos.s3.amazonaws.com/screencasts/20002/thumbnails.vtt", 
kind: "thumbnails"
primary: "html5",
width: "100%",
aspectratio: "16:9",
autostart: true,
skin: {
  name: "vapor",
active: "#E16933",
inactive: "#E16933",
background: "#333333"


Can you have them try another computer in the same office? What about in an incognito window? What about on their phone in the office's wifi? Yeah i suspect the content is possibly being blocked. As @Antiga said, have them look at the network tab to see what other calls are being made, and check to see the http code, they should all be 200.

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