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When helping others on this issue I've often found that the GM has downloaded an accountsdata_gms.dat file, but has another in their downloads folder. When this happens, Windows names the new file accountsdata_gms(1).dat. I find then that the GM has copied that file directly into his settings folder.
If this is the case, have them close the game, rename accountsdata_gms(1).dat > accountsdata_gms.dat, and open the game.
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