Why can't computer have problem consistently?

Someone reported that they can't exit the controller settings menu in my game using a controller. It works fine for me.

They mentioned that the button prompt didn't do anything, and the game only shows the button prompt if it detects a controller.

The only difference is that I have an off-brand Xbox Series X controller and they have an official Xbox 360 controller.

I'm pretty sure that distinction becomes moot about 3 layers of abstraction before my game gets any access to inputs.