Adobe Captivate Prime loading screen during event video

Hi community!

I have a short Captivate training that is hosted in Captivate Prime, created in Captivate 2019, that has a short 20-second event video on one slide. About 80% of the time, when I have a learner view the content through Captivate Prime, the video hits a loading screen about halfway through the video that freezes everything for about 5 seconds. Once the loading screen is gone, the video is paused and will only continue when the learner moves the video's playbar to somewhere else in the video.

I've tried re-recording the video (in hopes that it was the video file's fault) and then recreating the entire training into a new Captivate file. Nothing helps.

Is this a video loading problem? Captivate Prime problem? My problem??

Thanks for any help!