French user only able to join with audio only

[Sympatico]

I am in the US; this tech-literate user is in France and is experiencing a problem during individual video calls with me that I haven't experienced with other users in the EU. They use a Microsoft Surface Pro 7 with Windows 11 Home, with updates automatically installed. They have been testing their equipment regularly before we meet. Here is their description of what happens:

"Zoom has never worked seamlessly for me for our calls:

 Initially I was able to activate both audio and video by going into the Zoom app and turning off, then on again the audio and video choices.

A few meetings  later, that method stopped working. But I was able to get audio and video by selecting and reselecting "audio" and "video" in a window that appeared when you arrived to the meeting and let me "enter."

More recently, that window seems to have been replaced by a window that asks if I want to join by audio. Selecting "no"leaves the window there and active and will not allow any other actions in any part of the app. Selecting "yes" immediately cuts the video.

I should note that before each meeting, I use the option in the zoom app to check all aspects of my audio and video--and all aspects work perfectly."

I welcome any ideas for managing this issue.