Hi Nathan Brown,
Is still user cannot login using her token? ask user logon in to windows using safe mode then go to start menu search for RSA control center, RSA control center will open in pop up window Click on Advanced Tools --> Challenge users --> click on drop down menu next to Challenge and select None and click on OK button.
ask her to reboot machine and try login using with her Windows password how she login earlier with out RSA.
if I am not wrong her user account may need to have Windows administrator rights to do above.
If she got time to trouble shoot she can try authentication but before she try authentication you can monitor it using live Authentication activity monitor from Security console of RSA and check what kind of error it is showing, some times if she key in wrongly pass code(PIN + Token code) her account may be locked out , you can unlock it from Security console.
Up to my knowledge user must authenticate in this way in windows servers
user ID
PIN + token code then windows will prompt to key in Windows password
Windows password.
Hope this helps
thanks
Rajesh [M.Tech Products Pte Ltd]
