Hello @adrian lee
Thank you for posting this concern on this community space.
I read your case scenario description and I would like to say few statements down below:
1-Is this user part of a domain or is this a local admin user on your device?
2-When was the last time it worked?
3-Did you get any log in error message?
I hope that can be useful for you.
Looking forward to your feedback,
Please "Accept the answer" if the information helped you. This will help us and others in the community as well.