All other users are not having any issue.

Okay, that's good. That was going to be the first question. So it sounds like every other user is fine, but it's just this one user that is having issues.

Although not stated in your original question, is this happening within the context of a plugin card i.e. the user starts within Banno's dashboard and the plugin card is displaying an error message?

• OR, is the user starting elsewhere (e.g. outside of Banno, perhaps via some sort of hyperlink in an email/SMS or similar) and then the user can't log into Banno?

Depending upon the details, it sounds like this may go from being a Digital Toolkit item (i.e. something is wrong with the developer's implementation) into 'something is weird/strange/different about this particular user'.

My suggestion is to open a jSource case (or re-open the existing case, if possible) with:

1. a link to this very question on Stack Overflow

2. the exact error message the user sees

   1. Especially if it contains a `x-request-id`, as that makes it easier for Engineering to figure out what's happening for that user.