Hi there.
I had the same problem a while back, and it looks like my hardware was not good enough to play the cut-scene.
It seems hat KOTET is now more demanding RAM wise than ever.
To solve it I had to manually set the quality presets to "very low" from preference menu/ video settings.
I then reset the chapter and it worked.
I would advise to check on your GPU driver as well.
A friend of mine got the same issue and had to submit an in-game ticket. A GM helped him get past the cut scene.
hoping that helps,
