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No video playback "scrubby" bar for client

A client of mine has just informed me that the way a video plays back for him has changed. I usually send him a video to review and he is able to play it, stop, scrub back and forth using the timeline playback bar (or whatever its called).

He now informs me that he can now only play and stop the video. He doesn't have the ability to "scrub" back and forth as there isn't a video playback bar.

Is there a setting to change this so I get get this function back?

Thanks for you help.
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