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Password Recovery

We are having some problems with the password recovery procedure. (Our Safeboot password are sync'd up with AD passwords)

For some unknown reason several of or user are reporting problems with trying to login with there passwords. They have not changed their network password, but for some reason SB is not recognising their password.

So when we go through the password recovery procedure, we get to the last line of the code and enter the code, their laptop returns an error say that

The response code you have entered is not valid. Please check your entry and try again.

The user is expecting us to enter a 13 character code, but the last line of the code on the server is only 10 characters long?
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