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Can't Open Scout Profile

I have a Unit who all of a sudden can’t open a Scout’s profile in Scoutbook, thus they can’t update his advancements. Is there a quick fix?
In addition, the parent used to have access to this same Scout, but now she can’t log in. The Council has confirmed that this Scout has 1 account in ScoutNet and is registered with current Unit.

@PaigeWadleigh you can post the BSA # and we can take a look