Some accounts cannot login to SDM, in this example was used ServiceDesk account.
Customer could get "user name or password you entered is not correct" message but the password was verified and it is valid.
In the stdlog found:
"Cannot logon user 'ServiceDesk' (The referenced account is currently locked out and may not be logged on to. )
AHD04043:The user name or password you entered is not correct. Please try again."
The account is locked by Operating System