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If they are users with the exact same permissions then it sounds like a potential bug or general deployment issue. However, you could have object level security turned on. If you see the "classification" field on a supporting document that means you have it turned on. If it is on, user groups need to be associated with the specific classifications to have access. If the user doesn't have access to the classification they won't be able to open the supporting document.
No OLS here. We can't seem to figure this one out. Should we open an SR and work through the issue with Support?
Yeah, that will be the best thing to do. Definitely sounds like odd behavior if all users have the same access and groups.