EndNote Login Problem

I have got an inquiry from one of my students regarding EndNote Web login as follow:

“I am having a problem with endnote web. Until recently when searching online data bases via my university databases,  I have been able to click on endnote and the citation has been recorded in endnote web. Now it asks me to log-in and despite login and password does not proceed. I have synchronised all my current references into my desktop endnote.”

Could you please help me?