Ensure that the user is part of Active Directory domain.
(Conditional) If you are using SecureLogin, VC++ Redistributable - Install this component if you are on Windows 8 or Windows 2012 server, install. To download, go to Microsoft Download Center. While downloading, select the executable based on your platform. For instance, for a 64-bit platform select to download vcredist_x64.exe.
NOTE:vcredist_arm.exe is not supported on SecureLogin.
Ensure that SSPR is installed and the security questions information is setup for the user. For information on configuring security questions information, see Configuring the Setup Security Questions Module
The user must log in to the online mode at least once before attempting to connect by using the Emergency Access feature.
Logging in the online mode ensures that any changes to the challenge-response questions are updated in the local cache.