This situation occurs when the user has previously created their own personal Adobe account utilizing their official abc123@shsu.edu SHSU email address. Since this address is used for the active directory provisioning, this causes a conflict when trying to access the enterprise account. The user cannot have both a personal account and an enterprise account under the same email address.
Adobe sends the user the below email. Many users think it is SPAM.
It lets them know that they are already using the email address for their personal account and offers to let them either archive the old account or change the email address associated with it. The recommendation is to change to another email address.
This new email address can be any email address other than their official SHSU address. It can be an @shsu.edu alias or outlook.com or gmail.com or anything similar. They will click the link shown on the blue line below that says, "Change email" and follow the instructions.
Once they have changed their personal account over to another email address, their enterprise login should then work. In previous instances, the access was immediate, but it could possibly take a few minutes