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Are they encoded with the baseline profile? Pretty sure you have to be encoded with baseline profile to play MP4 in Macs.
Do they have an outdated Mac OS? I believe the latest is 10.22
Are you using the HTML5 built in video player? <video></video>
Or
<video width="320" height="240" controls>
<source src="movie.mp4" type="video/mp4">
<source src="movie.ogg" type="video/ogg">
Your browser does not support the video tag.
</video>
If you don't specify type="video/mp4" that could be the culprit for that OS or the browser they're using.
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