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Make sure the user has the employee roleMake triple sure the user is not InactiveTry logging in on a different network and device (like using the Collaborate app on your phone over cellular data)If the alternate login works then run a Network Readiness Assessment on the machine where you are having trouble:
Network Readiness Assessment Tool
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.