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User's having problem with log in with Spark

Hi, I had a quick question.

I have had a couple of users that could not log onto spark with a default username and password. When I reinstalled the Spark program they could log in using their account. But I still have one user that can not log in. I can log into her Spark account from my user account but she can not from her user account.

Could this be a problem from turning SNMP on her machine?