Warning after enter OTP code: RSA new pin is wrong

Hi All,
I set up a VPN to my site by Fortigate 201E and an OTP server (PrivacyIDEA). OTP server gets information of user by LDAP to AD. We are getting an issue when set up for the new users. After they enter the OTP code on Forticlient VPN, they got an issue: RSA new pin is wrong (it means old users do not have any problem when connecting)
Here is the log form OTP server, Kindly help to resolve this issue:

[2022-12-28 17:57:04,999][953][140082228016896][INFO][privacyidea.lib.user:252] user 'the' found in resolver 'AD'
[2022-12-28 17:57:05,006][953][140082228016896][INFO][privacyidea.lib.user:254] userid resolved to 'fad40d1c-89b9-49a9-9f44-fca1f2b37d11'
[2022-12-28 17:57:05,002][953][140082219624192][INFO][privacyidea.lib.user:252] user 'the' found in resolver 'AD'
[2022-12-28 17:57:05,006][953][140082236409600][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 17:57:04,999][953][140082211231488][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 17:57:05,007][953][140082219624192][INFO][privacyidea.lib.user:254] userid resolved to 'fad40d1c-89b9-49a9-9f44-fca1f2b37d11'
[2022-12-28 17:57:05,017][953][140082211231488][INFO][privacyidea.lib.user:252] user 'the' found in resolver 'AD'
[2022-12-28 17:57:05,018][953][140082211231488][INFO][privacyidea.lib.user:254] userid resolved to 'fad40d1c-89b9-49a9-9f44-fca1f2b37d11'
[2022-12-28 17:57:05,093][953][140082127304448][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:00:31,594][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:00:31,682][953][140082228016896][INFO][privacyidea.lib.user:252] user 'huong' found in resolver 'AD'
[2022-12-28 18:00:31,683][953][140082228016896][INFO][privacyidea.lib.user:254] userid resolved to 'cd41e700-9f63-458f-9d51-428808c43dfa'
[2022-12-28 18:00:31,709][953][140082228016896][INFO][privacyidea.lib.user:420] User 'huong' from realm 'DCV' tries to authenticate
[2022-12-28 18:00:51,896][953][140082236409600][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:00:51,900][953][140082236409600][INFO][privacyidea.lib.user:252] user 'huong' found in resolver 'AD'
[2022-12-28 18:00:51,901][953][140082236409600][INFO][privacyidea.lib.user:254] userid resolved to 'cd41e700-9f63-458f-9d51-428808c43dfa'
[2022-12-28 18:01:38,805][953][140082236409600][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:01:38,808][953][140082236409600][INFO][privacyidea.lib.user:252] user 'huong' found in resolver 'AD'
[2022-12-28 18:01:38,808][953][140082236409600][INFO][privacyidea.lib.user:254] userid resolved to 'cd41e700-9f63-458f-9d51-428808c43dfa'
[2022-12-28 18:01:38,830][953][140082236409600][INFO][privacyidea.lib.user:420] User 'huong' from realm 'DCV' tries to authenticate
[2022-12-28 18:01:50,408][953][140082236409600][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:01:50,412][953][140082236409600][INFO][privacyidea.lib.user:252] user 'huong' found in resolver 'AD'
[2022-12-28 18:01:50,413][953][140082236409600][INFO][privacyidea.lib.user:254] userid resolved to 'cd41e700-9f63-458f-9d51-428808c43dfa'
[2022-12-28 18:02:18,062][953][140082211231488][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:02:18,139][953][140082211231488][INFO][privacyidea.lib.user:252] user 'admin' found in resolver 'AD'
[2022-12-28 18:02:18,139][953][140082211231488][INFO][privacyidea.lib.user:254] userid resolved to '50118603-1d7a-497f-b1f0-25b2718f4594'
[2022-12-28 18:02:18,427][953][140082211231488][INFO][privacyidea.api.auth:289] Local admin 'admin' successfully logged in.
[2022-12-28 18:02:18,695][953][140082211231488][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:03:21,579][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:03:29,371][953][140082211231488][INFO][privacyidea.lib.resolvers.PasswdIdResolver:131] loading users from file /etc/passwd from within '/home/privacyidea'
[2022-12-28 18:03:32,224][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:03:44,242][953][140082211231488][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:03:58,001][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:12,407][953][140082211231488][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:16,638][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:21,324][953][140082211231488][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:24,283][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:25,540][953][140082211231488][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:28,669][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:38,128][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:40,898][953][140082219624192][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:04:40,921][953][140082177660672][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:06:18,893][953][140082228016896][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:08:25,107][953][140082219624192][INFO][privacyidea.lib.resolvers.LDAPIdResolver:322] Setting system wide POOLING_LOOP_TIMEOUT to 10.
[2022-12-28 18:08:25,510][953][140082219624192][INFO][privacyidea.lib.user:420] User 'the' from realm 'DCV' tries to authenticate
[2022-12-28 18:08:25,516][953][140082219624192][WARNING][privacyidea.lib.resolvers.LDAPIdResolver:370] failed to check password for 'fad40d1c-89b9-49a9-9f44-fca1f2b37d11'/'CN=Le Pham Anh Thoai,OU=Dz,DC=DCV,DC=local': Exception('Wrong credentials')
[2022-12-28 18:08:25,516][953][140082219624192][INFO][privacyidea.lib.user:432] user User(login='the', realm='DCV', resolver='AD') failed to authenticate.
[2022-12-28 18:08:25,516][953][140082219624192][INFO][privacyidea.lib.user:420] User 'thle' from realm 'DCV' tries to authenticate
[2022-12-28 18:08:25,518][953][140082219624192][WARNING][privacyidea.lib.resolvers.LDAPIdResolver:370] failed to check password for 'fad40d1c-89b9-49a9-9f44-fca1f2b37d11'/'CN=Le Pham Anh Thoai,OU=Dz,DC=DCV,DC=local': LDAPPasswordIsMandatoryError('password is mandatory in simple bind')
[2022-12-28 18:08:25,519][953][140082219624192][INFO][privacyidea.lib.user:432] user User(login='the', realm='DCV', resolver='AD') failed to authenticate.