Question 2D lights not working for a small amount of players

We just released our game, we saw on some streams that some players are playing without lights, very few, but we definitely saw that happening, they open the game and none of the 2D lights or shadows are working, and it stays like that scene after scene, one actually contacted us saying that he played for a few hours, closed the game and when he opened the game again he saw that the game was totally different because of lights and shadows, we never saw that happening with anyone in the team or any tester, and we cannot replicate that, at all, is there something we can do to find the reason, or at least prevent it? I'm lost here because I cannot replicate the issue at all.

 

Thanks @DavidTeo! Thank you so much for answering, I tried to gather as much as possible. But isn't URP for 3D, as mentioned this is a 2D game.

Unity Editor: 2021.2.7f1
Universal RP: Version 12.1.2
Players are having light issues on PC, I can't see them doing anything special, just starting the game like anyone else but with no lights.

a user sent us an screenshot playing with the lights issues and without the lights issue, the problem seems to solve itself when they start another game, but many play for hours thinking the game just looks like that:

 

unfortunately I'm quite clueless as to why this is happening, we never had any issue at all and we have been using lights since they came out 4 years ago (or so, I can't remember but we added day as soon as they were released), they have been working totally fine for everyone in the team and all the testers, so I have no idea what I should be looking for, I guess I would like to know if there is a way to prevent it somehow, is there a way to refresh lights on each scene for example? So If they start the game without lights it would only affect the main screen

 

i think you need to ask the players who suffer from this bug to send their system specifications so the bug can be reproduced otherwise its just guesswork

or otherwise you should implement a bug report system that allows your game to print logs and the players can send the logs to you so you can try to see why the lights are off

 

@DavidTeo
is this problem solved?
Our team found a same problem in Android (Unity 2021.3.15f1 / URP version 12.1.8)
Reported device: Infinix X688B / OPPO RENO3 CPH2043 / Vivo Y12 1904

 

I know this is rather off topic, but would you be able to tell me the name of the game?