Aughhh! THis project just will NOT GO AWAY!

I created a player file for a client, who in turn has distributed copies to their prospective clients as a leave-behind sales tool. They are receiving sporadic calls from some clients who claim that the file is crashing (at apparently random location on the timeline).

I cannot get MY client to probe THEIR clients as to the tech specs of their individual computers, so I am at a loss to find a cohesive thread to trace here. If ANYBODY has a suggestion for how to solve this problem I am eager to hear it.

We have tried running it here in the office on multiple platforms and laptops and can't get it to fail. I need to tell my client something, as she is catching it by her superiors and obviously has no answers.