Stream Not Found for one user only (RTMP)

I have a video product that I stream via rtmp streaming from Amazon S3 Cloudfront.

Until now I have had absolutely no problems and everyone has been able to access the product without any trouble. However today one customer ran into problems getting access to the videos.

He is getting the following error:

Stream not found: LowSecIntro_x264.mp4?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiTG93U2VjSW50cm9feDI2NC5tcDQiLCJDb25kaXRpb24iOnsiSXBBZGRyZXNzIjp7IkFXUzpTb3VyY2VJcCI6IjIwMi4xNTYuMTQuOTcvMzIifSwiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjEzMzI3ODM3NTF9fX1dfQ__&Signature=k5BYFW~RrVoDgL5Rni28duvKrzGUxEPynPeNdzuiepyXoKWHwMXo5qp1X-Cg5HDtQFLBA9DygG36~X-1nWlNOoI3TLO8BIqRuru8uKLYV96LyIq6U1dExX8N8rzz1XcPjJzGcxn8zgHMzmFM1wa5qd6z4SVG6vAu5q1DiqMYZ1w_&Key-Pair-Id=APKAIOULTMZFZZ5KCFWA

However when I try, it works, when other people try it works also.

He did mention that he is in Singapore and wonders if that has something to do with it.

I originally thought he had potentially been blocked by some restriction, so I had him create a new account and gave him access manually, still the same problem.

Any ideas why this would only effect one user?

Thanks

Any ideas?

I’m going to have to refund the order if I can’t figure it out.