Having trouble logging a client into the Adobe Content Viewer. keep getting authentication failed

How do people get on with the Adobe Content Viewer?
It is always a struggle for us. We've got a client struggling with it now -- had created an adobe id a week ago and dow nloaed the app. has followed the troubleshooting guide. but still no luck...

They need to go to digitalpublishing.acrobat.com, log in with that Adobe ID and accept the terms of use.
Note: this must be done from a desktop computers. It can't be done from a mobile device.

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