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 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.