In my work we use AD groups, so every time we add a new user to a group we have the same problem, and it is always because the user didn't log off in order for the changes to be applied at network level.
As Peter mentioned it would be easier for us if you could share any extra info about the issue you are trying to solve.
This is probably due to problems with either:
- CAL assignments - everyone needs a license or will get the message you posted
- Section Access - if used, then Seciton Access must specify the user account as being allowe to enter
- File permissions/group permissions - if improper permssions are set, a user cannot open the document.
Knowing that the last two items may not display a document thumbnail at all in the AccessPoint, I would guess that it is something with CAL assignments.
QMC has a very nice and powerful tool to investigate the causes of such problems.
Go to QMC->Users, enter the account of a users that gets this "Failed to open"-message, click the magnifying glass to search for that user in the configured directories and - if found - select the user name from the list. The information in the different tabs to the right will show you what can be found, and what is allowed for which document. Which one of CALs, Groups and Documents is lacking the necessary permissions/assignments?
Check where your application lies and see what groups have access.
Check with your Helpdesk to see who has access to these groups. More than likely, found in Active Directory. You said when they logged off, it doesn't work for them. More than likely got to do with network access and active directory groups.