why does identity safe say password incorrect

Periodically the id safe insists that my password is incorrect. These are the steps:

  1. Open safe
  2. Wants user name, does not remember
  3. finds online account
  4. prompt; pw
  5. enter password
  6. Get invalid

No amount of reset, change pw helps or works. Must delete vault, reload and go through numerous updates and restarts. Then it works again with original pw and id

WHAT gives here?