Analytics Software

I opened a ticket with Hyperion e-Support but have not been able to get anywhere. Our problem is that when we log in to an HFM application in Excel using the SmartView connection, we only get one chance to get the UserID and Password correct. If you make a mistake, the system responds "Could not authenticate the specified user. %0". I have to call our IT to have them unlock my Password. In contrast, we have three chances to log in correctly to the HFM application through the web client. We use NTLM not Active Directory. E-Support initially had me add the following registry entry in our two HFM application servers at:
HKEY_Local_Machine\Software\Hyperion Solutions\Hyperion Financial Management\Server\Authentication
Name: CssMaxRetries
Type: REG_DWORD
Data: 0xFFFFFFFF
E-Support's position now is that it is a network issue for our IT.

Does anyone have any insight to this problem?