An error occurred while performing this operation when opening a DRM file

Hello,

I am having an issue opening a protected (DRM) file from a virtual data room.  When I attempt to open it in Adobe, I get this message: "an error occurred while performing this operation."  We have already done the "clear remembered account information" from the Adobe preferences.  We have also uninstalled and reinstalled Adobe.  The file opens fine when we created a test user profile so I know it's not the network. Does anyone have suggestions for what to delete in the bad profile?  Preference files?  Things in the App Support folder?  Etc.  Please help! 

Thanks