If it's just the one user, is the server specified correctly? Otherwise, i would delete their cache and or Service Desk folder in the following directory: C:\Documents and Settings\\Application Data\Hewlett-Packard\OpenView
Then log back in and make sure the connection wizard sets up correctly.
Something is wrong with the SD server. It`s runnind Sp16 and clients are installed with Sp15. Last week the server stopped upgrading the clients to Sp16 on first logon automatically. So I made an Administrative installation with Sp16 included and it works. The server guy will have to figure out the servers problem.