Error 691: Access denied because username and/or password is invalid on the domain.

In 99% of cases this will occur because the user has mistyped the username or the password wrong, no matter how hard they complain that they didn't. Get them to delete the username and the password and retype them. If necessary get them to practice typing the password in Notepad where it won't appear as asterisks and see do they get something different.

If that doesn't work, try deleting the *.pwl files

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