error when changing, resetting or unblocking user

error when changing, resetting or unblocking user

We are presenting the error attached to the platform in an exporadic but concurrent way, when changing the password, resetting the password and regardless of the type of user authentication "SMS or Googl Authenticator" says that the user is blocked even though the policy is configured option to unlock the user once the key is reset or changed.

already validate the user in the active directory and it is not blocked, could it be an error in the application ?.

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