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Associate Cert Exam Enterprise log in problem 3 out of 10 people.

I am administering an Onshape Associate Certificate Exam and 3 out of 10 people can't log in to the enterprise files. It keeps telling them that their password is incorrect when they just used the same credentials to sign in the the exam etc. Any advice…I already wrote to support and haven't found a solution anywhere online. Thank you!
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Answers
Sorry for this inconvenience. We your received your email to Customer Success. We are working on a solution as we speak and someone will reply as soon as possible.