not able to reset password in Sugar14

we are not able to log in for some of our users in sugar 14 instances, we don't know their password, so we tried to copy the admin password on their account and tried to log in... but it is still not working ...

we are not able to find anything in the docs about this issue .

in core files, can't detect the code flow, nothing much also found in SugarCRM logs 

we have also written mail to 

Please suggest 

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