Laptop goe every time recovery & ask old password whil logine

Hi Team,
We have one client who is facing the issue on sophos 8.
Actually the user has change the password from outside domain network & having the safeguard 8.1 console.
Once he comes into the office and sync the sophos 8.1 client. At the starting login ,the sophos old password promt occurs,hence we have cancel then able to login to the safeguard client.
We have tried to delete the user certificate from the console & sync.
Afterthat we can see the new certificate at the sophos console. And till the issue is not resolved & laptop goes every time recovery . Can you please help on this issue.

Here we can see at the user site ,certificate is showing & new certificte is created after the sync.