SPO File Preview not working properly

Hello, I have an issue where a user seems to be having file previews show up in a different view than everyone else. They are trying to access the same file and the links are identical.

The user with the issues can download and open the file but they are seeing a different preview tool and getting the "404 NOT FOUND" error.

Does anyone know why this is happening and how to fix it so users have the same experience.