passwd responses are different for some users.....why?

Good evening,

Running Solaris 11.2 here.  Our ERP solution uses a web interface to sign-on our users, and that same interface can allow the user to change his/her password, or can force the issue of the password has expired.  It used to work very well with our old Solaris 10 OS, but not so well now.  Here is the problem:

Some users can physically login via telnet to our system and type:  passwd at the ksh $ prompt.  The response that they get will be:  "passwd: Changing password for user traynam" on one line followed by another line that says:  "Enter existing login password:"