If this user has had an account for several versions, you may try and delete and recreate the account. I won't go into detail, but I have seen this error on user accounts that had been created on early versions of PAM (actually Xceedium Xsuite 2.4 or 2.5 ish); not sure if that's whats happening here, but deleting and recreating still might work.
Original Message:
Sent: 10-21-2019 11:43 PM
From: Muhammad Ramadhani Fitrianto
Subject: Password View Access Not Working
Hi,
One of my customer have this error when he tried to request for password approval