In today's episode of WTF IT, we finally identified why Xiaomi 12 Pro users could not get a connection established between our app and the backend. Apparently the device's User-Agent contains the word "zeus", which is then blocked by the backend's firewall (because of this [en.wikipedia.org]).
We let the backend guys know that they need to adjust their firewall settings to let these devices through. There are other things in the User-Agent string that they can use to identify that device, so they can whitelist it instead blocking it.