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    "EE050002 Unknown User" error when user enters user name in the EndPoint Authentication screen.

      I have a laptop user who was having no issue prior but then suddenly they are getting "EE050002 Unknown User" error when trying to log in to the EndPoint Encryption authentication screen.  Our EndPoint Encryption authentication is synchronized with AD.  I am able to log in with my domain admin account and the agent status states OK.  the user is listed In the encryption users on the laptop in the EndPoint management consol.  Two things of note are 1 - I can't successfully ping the laptop through the management consol 2- the IP address listed for the laptop is not correct.  I can ping the laptop through the command prompt so this is not a network connectivity issue.  Any ideas?

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