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.
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.