Hello again Joe,
Yes, we knew better than to set it up in the Device User Database. We do have them start by selecting the "Copy Icon" but the screen that comes up is, "Enter User ID" followed by the next screen which asks for the passcode. There are no passcodes. We never typed in a passcode because it is not asked for when you create a user in the User & Limits section.
This makes no sense at all. I have set this up many times and it worked fine. Something must be on (or off) somewhere and I just haven't found it yet. The four users we created are part of the XRX_DEF account which I frequently use unless they want a different account name for some reason.
I will be wearing wigs soon as this problem is making me tear my hear out.