Sorry clip not found issue for a specific user

We have installed kaltura Community Edition v5.0.0 eagle-10-02 in aws ec2 and running it without any issues for a year. There is a complaint from a specific user from Maldives that he gets a clip not found error in firefox and in chrome he just gets three links video solutions, video platform and video management with white background. I am able to play the vidoes without any issues from India and my other friends also don’t have problem from UK as well. Note that i have created a new flavour which i select during upload and not using the default one. I have hosted a sample video for your reference.

With default transcoding favour:
With newly created transcoding favour:

Any advice on this will help me trouble shoot the same.

I see the videos.

Maybe you can check the kaltlog n order to see in details if you have any errors.

Also, I think you can check in admin console if you have some failed batch to understand if the problem is connected to the new flavors.

Have your user open the devtools in his browser and check for errors in both the “network” and “console” tabs.
This should provide additional info as to the issue.

Also, note that the current version of CE is 11.8.0 and CE 5 is no longer actively supported. You are still free to use it as you have been but it is important to note that no support will be given for it.

Thanks for your response.

There are no in-progress batch process running. I had checked it in the admin console.

Also, I went through the logs and found the following occasion log as listed below:

PHP Fatal error: Uncaught exception ‘Exception’ with message ‘Cannot find [remote_addr_header_server] in config’ in /opt/kaltura/app/alpha/config/kConf.php:254\nStack trace:\n#0 /opt/kaltura/app/api_v3/lib/KalturaResponseCacher.php(505): kConf::get(‘remote_addr_hea…’)\n#1 /opt/kaltura/app/api_v3/lib/KalturaResponseCacher.php(348): KalturaResponseCacher->warmCache(’/opt/kaltura/ap…’)\n#2 /opt/kaltura/app/api_v3/lib/KalturaResponseCacher.php(162): KalturaResponseCacher->hasCache()\n#3 /opt/kaltura/app/api_v3/lib/KalturaResponseCacher.php(182): KalturaResponseCacher->checkCache()\n#4 /opt/kaltura/app/api_v3/web/index.php(8): KalturaResponseCacher->checkOrStart()\n#5 {main}\n thrown in /opt/kaltura/app/alpha/config/kConf.php on line 254, referer:

Not sure if log is related to the issue that i have reported.

On checking the browser console and network tab i see that there is an internal server error in the file mwembedloader.php

Thanks for your info on the current version. Before i update the version, would like to resolve this issue for this user at the earliest.