querying AD

I am using a 3rd party software that adds a signature line to outgoing email.  It checks to see if they are in an AD group as a rule.  User is in the AD group but the software can't see the user int he group,

Here is the error message from the software log:

Error: Error while AD Query using DN 'CN=Mary Smith (LA/PHX),OU=LAX,OU=SA Users,DC=domain,DC=com': '(0x80005000) Failed open the object.'
23.03.2011 11:58:01 19c4 Error: Error while AD Query: '(0x80005000) Failed open the object.'

any idea why this would happen and how to fix it?
randy672Asked:
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randy672Author Commented:
we are pretty sure we figured out the problem.

AD didn't like the fact we used a /  in the "full name" once we got rid of it the query works
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NavdeepCommented:
if you search Mary Smith (LA/PHX) from aduc using find. are you able to get the user object
if you are then it's something to do with your 3rd party app
 
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randy672Author Commented:
deleting the account and re-creating it fixed the issue. So its not the software causing the problem.

Is there anyway to repair an AD account without having to delete it?
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NavdeepCommented:
you can create a copy of the account? but how do you come to assert  that account was causing the issue?

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randy672Author Commented:
we deleted the account, waited for 20 minutes and then recreated it.  Then the software worked with the recreated AD account.  We never deleted her mailbox.
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NavdeepCommented:
yes, special chars may make a difference on how app queries them
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randy672Author Commented:
we figured it out that special characters were the problem.
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