This sounds like a case for Support. They’re going to need to look at the logs, what agents are installed, and what encryption options were used, and if you rotated encryption keys. Please submit the logs from the agent using the Tool Diagnostic button.

Just out of curiosity, what agent version are you using?

It's the latest version 7.5.3.3.

Talk to support who basically asked me to get extensive logs. Insane that I have to open the actual program to do this. I ended up opening the program which prompted for the new password? Why is this not in the portal to make the change?

You can do it from the management console:
* You can change the logging level from Remote Management - gear icon - Edit - Edit Options - Logging
* You can send logs from Remote Management - gear icon - Send Logs - select Backup

The password was likely a Master Password for access to the agent that you have defined for that customer.