You need to ensure the user that is assigned to the Named User CAL is the exact same user coming into the environment, is it possible there is an ID mismatch, or they got a new ID? The only other thing of which I can think is something is corrupted in the CalData.pgo file, you could try removing both the Doc and Named User CALs for the user and then confirm their ID including domain qualifier and ensure that is the one you reassign to a new Named User CAL. Best I have with what you have provided.
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