Changing the role was easy and solved part of the issue.  She cleared the browser cache and cookies in Chrome (her default browser and what she typically uses with Zoho w/o issue) yet, she could only login using incognito without having to have the Enterprise screen blocking her.  Logically, clearing all settings in the browser 'should' wipe out meta data associated w/her Zoho login.  However, after doing this we had hoped this was the fix but found that it was not.

Important to note: This user has an email alias as a result of having to set up her Admin account since we were unable to reuse the email address associated with her Agent account.  I'm not sure if this relates, but this is the only other oddity possibly worth mentioning.

We would like to know what might cause this and, if there is a way to avoid having to always use incognito.  Thank you for your thoughts and suggestions.