Error logging in?

We have a student who keeps getting a "Failed connecting. Please try again later" error when trying to log in. Using the same computer and browser, we are able to log in to Tinkercad with a different Google account. So the issue doesn't appear to be computer, browser, or filtering related. This is affecting this student's ability to continue with the lesson and is falling behind what the rest of the class is able to accomplish. We have tried logging in using this account on several different computers and browsers, all with the same error message. I have tried submitting a ticket to Support (four tickets actually), but now one has yet to respond after about two weeks.

Any ideas as to what to try?

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