Has the HomeAgent described to you in the Livedesk that they are getting the - 'User Authentication Error' when putting their username and password into TeamTonic Agent ? If so, then before submitting the ticket to Sensee IT ServiceDesk put in the subject title of the ticket being raised :- TT Agent User Authentication Error
Did you know that this issue typically occurs straight after a HomeAgent has had a Windows OS reinstall and all the Sensee applications are reinstalled back onto it as fresh. OR - they are using a new/different desktop PC replacing the previous PC that was being used. OR - they have tried to access TeamTonic Agent from either a secondary PC they have in their possession, or a secondary Windows user profile logon account (if one/several exist ?) on the current desktop PC being used for Sensee duties ?
The reason this happens is because TeamTonic Agent should only be used from one PC only for the HomeAgent that owns that TT logon account. If the error does occur though, then a ticket should be raised to Sensee IT ServiceDesk as they will "Reset Two Factor Authentication" to get the HomeAgent back on working again.