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Login error

When we try to login into a specific account at the copier we are getting "a login error was detected". It only happens with one of our accounts but it's the one all our workers print to, and they are all around the country. We tried to repair with no luck, when you login to the cloud with that user and look at the actvity logs it says succesful. We do have a ticket open with Xerox and it's going to 3rd level support. Thank You

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