Video Format not supported for some users

My H5P

1. the user, when loading the video, receives the message: Video Format not supported
2. Wordpress 6.7.2
3. Mobile or Desktop: both
4. Browser: Chrome and Firefox
5. H5P plugin version 1.16.0
6. H5P content type and version (if a content type was used), and a sample URL or attached H5P.
7. Any browser console errors : Failed to load resource: the server responded with a status of 404 ()
8. Any PHP errors: no
9. Screenshots if it's a visual problem: two printscreens of the same video. for one user it is OK and for the other it indicates a problem
10. Any recent changes to the environment (new plugins/modules, updates, configuration changes etc.) : no
11. Any recent changes to the browser you're using (new extensions, updates etc.): no

 My interactive H5P videos have been experiencing a problem and I can't find a solution - there have been similar reports about video hosting on Vimeo, but my videos are hosted on my website's host.
The problem is the message "video format not supported" that only appears for some users and in a random and unpredictable way. In other words, for some users the message will appear on one video, for other users it will appear on other videos and, in addition, when accessing the platform on another day, the video that indicates a problem for the user may change by itself: a video that was not displayed is now displayed and another video that was not displayed is now displayed.
When editing the content, everything is OK and all the videos appear all the time. The problem only occurs for users.