grey "Enterprise ID Sign In" login

We have a user that is unable to log into the Enterprise app on her Mac. When she launches the program, it prompts her to log in but is grey. She is unable to log in.

They followed these steps but it didnt help. I would like to note that the user did have an ' in their last name but I have removed it from the settings.

https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html
Delete the contents of the OOBE folder and relaunch the Creative Cloud desktop app

Quit the Creative Cloud desktop app from the gear icon in the upper-right corner.

Browse to the following location based on your operating system.

Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE
Note: The \Users<user folder>\Library\ is hidden by default after 10.7. See Access hidden user library files | Mac OS 10.7 and later for instructions on accessing it.

Delete the entire contents of the OOBE folder.

Restart the computer and launch the Creative Cloud desktop app again.

Note: The app can take slightly longer than usual to load with this solution, as content in the OOBE folder is rebuilt after launch.

Second we can try to run the CC cleaner to remove it - https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html