New computers - users can't login on app but can log in to website

[Troy Davis]

We just replaced all our old computers with new ones and about half the people can log in to their Windows installation of 13.70.2.40 and are able to use Nitro.  The other half, it never logs them in.  When they forget password and reset, they have no issues logging in to the website, but it still will not allow them to log into the Windows app to use Nitro.

I'm the admin for the licenses and I don't see what needs to be done other than having a password reset email sent to the user, which they already did on their own.  I tried to create a support ticket, but it either doesn't like the name/email address or it requires a serial number...which I do NOT have because licensing is all done by sign-in.

Please help!