Zoom Meeting Connection Issue

I am reaching out regarding an issue that a participant experienced during a recent Zoom meeting. The participant attempted to join the meeting but was unable to connect, even though the host confirmed that he had joined and started the meeting.

Upon checking, it was discovered that he/she did click meeting link before the scheduled time, as well as towards the end. 

As a result, we are requesting your assistance in investigating this matter further to determine why the participant was not able to connect to the meeting, despite both parties joining the session.

Thank you for your prompt attention to this matter.