Story time. At a previous company, we had an annoying crash bug - it crashed on some of the client's computers, but never on any of ours. Finally the client lent us the personal laptop of one of their workers, which reliably reproduced the crash, and we debugged it while sitting on one of the client's meeting rooms and found the cause. It was a crash deep in the obsolete framework we were using, which manifested when receiving a particular kind of accessibility message, which came from one of the components for Microsoft's touch screen system.
The reason we could never reproduce the crash before was that, being techies, none of us had any modern laptop, personal or not, with a touch screen. The client, being less technical, had some of their workers with touch screen laptops and the then-recent touch-focused version of Windows (which we also tended to avoid).
This reminds me of an ongoing issue with our org's website. The devs are using an ancient jquery for an image gallery widget. The gallery doesn't respond to mouse clicks on any of our PCs because that jquery version sees touch support and expects you to use only that. All of our devices have touch screens.
The reason we could never reproduce the crash before was that, being techies, none of us had any modern laptop, personal or not, with a touch screen. The client, being less technical, had some of their workers with touch screen laptops and the then-recent touch-focused version of Windows (which we also tended to avoid).