Video texture in segmentation controller not playing sometimes

I have a lens that uses a video (mp4) as an "image texture" in segmentation controller. So, basically a video background. It plays no problem for me in Lens Studio and when I test in Snap Chat. I've also published it, and it works fine for me in Snap Camera and in Snap Chat as a published lens. However, for some people it is not playing the video - it's just showing what I assume is the first frame as a static image. I have no idea why that would be the case. Any thoughts? Thanks!