Play tester just has white screen with UI popping up

https://imgur.com/a/YvhQI5N

These are the screenshots they sent me.

Their specs are i5-1035G1 (10th gen) 32gb DDR4 ram.

I don't really even know where to begin. They said games like sekeiro run fine for them so it's not like they have trash specs so I don't really know what to do here.