The user's password is expired and they change their password outside of Web Viewer. Web Viewer does not pick up the expired password and it needs to be reset by an administrator or other authorized person before the use can use Web Viewer.
I can see the user has an entry in VIEW that they logged on but they get the invalid user id or password message in Web Viewer.
Release: Web Viewer 12.1
If you change an expired password outside of Web Viewer then Web Viewer cannot determine that it was expired.
Here is how to configure whether users can change their password on the Web Viewer login screen:
The Confirm Logout option is also on this panel and is a general setting for all of Web Viewer that determines whether users have to confirm their logout. When the option is checked, the user is asked, "Are you sure you want to log off," after clicking the logout button. When the option is turned off, the user does not get a confirmation after clicking log out.
For more detailed information, display the online help by selecting HELP on the screen and search 'set login' in the search box.
Reference the CA Output Management Web Viewer online documentation