Account "blocked"

Account "blocked"

We have a user who is unable to reset their password using ADSelfService Plus.  When they try, they get the following error message:
 
"Your acount is blocked. You can't perform "Password Reset" / "Account Unlock". Contact your administrator. 
 
Their domain account is not locked.  I've had this problem in the past and I cannot remember what the solution was.  Can someone point me in the right direction?
 
Thanks!

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