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There was someone with a similar issue a while back - turned out the employee didn't have their security questions configured <@U60FJRN2Z>

Having the user reset their security questions worked after they logged back in! Thanks!

How on earth did you figure that out?  Seems totally unrelated.

I didn't figure it out. It was some other guy who looked at the XML. I had the *same* reaction when he said what it was

I just remembered it because it was so odd and left me completely flabberghasted

Something about a malfunctioning place where the old password reset system was in use and not displaying properly