User connected with Jitsi with Windows Os

Hello, strange problem with one user that is connected on the Jitsi session but shown the sign of muted audio on the jitsi window and his sound is audible from everybody and the same user is connected with video on but is not visible from everybody in the jitsi session. I have no idea about which browser is working this users but it seems under windows os. Do you know how to do some debugging? The user is not able to manage computer easy. Thanks for the support
Amedeo

It’s very hard to tell without seeing some logs. I’d recommend you use a remote desktop tool with them to gather the browser console logs, then we’d be able to help you.

Thanks for your reply, I will check what is possible.