This error is displayed when one of three things are happening ...
1. There's no internet connection
2. The username/password was not entered correctly
3. The user has a temp password that has not be reset on the website
Most of the time, it's #2. One upper case letter, a number, and special charter are all required part of an HIE password. Most users tend to forget to add the special character. If this is a new user, then #3 likely is the issue. Users need to log into the website https://secure.fl.hienetworks.com. The first time using the service to reset their temp password. Once the temp password has been reset, they will be able to log into the software.