Media component: completion set on ended - some learners unable to proceed

We have two learners who are unable to proceed beyond a video we’ve set as completion status on Ended. For other learners, this is working fine - they watch the video, and when it ends it then displays an action button (using triggers) to reveal the next component or article.

Has anyone come across this before? It’s likely to be something their end, but I’m wondering where to start to try and help them. They claim to have used multiple devices with the same issue, and they are not able to progress through their learning.

Please could you log a ticket with Evolve support regarding this?

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