The low-tech method of verifying this is to have them try logging on through another client network (e.g. If you have dozens of other systems and users successfully connecting, the problem is most likely at the user's location, like with "hidden" firewall settings on their local router. The reconnects below are due to DTLS negotiation (still have to fix this :-/)
The message history (see below) should show you at which stage the connection is failing.
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