Log into Service Advisor portal (serviceadvisor.deere.com/WebSA/home) with XID of user experiencing the issue and navigate to Offline database. Choose 'Locations' on the left-hand pane.
If user's current store IS NOT listed under locations:
-Click the gear icon on the top-right
-Add the store to locations
-Perform an update (if doesn't update automatically after adding location)
-Reboot the machine. The user should now be able to query inside SA portal
If user's current store IS listed under locations:
-Delete any JDLM.LIC files in C:\ProgramData\Service Advisor\JDLM.
-Remove the store
-Perform an update (if doesn't update automatically after removing location)
-Re-add the store
-Perform an update again (if doesn't update automatically after adding location). The user should now be able to query inside SA portal.