Miprom 21 tool doesn't work in another state

I have the handheld and recently was working in Dallas, originally from Chicago. Tool has worked in any controller I have plugged into in Chicago but won't connect to another miprom21 in Dallas. Are these tools based on regions of the US? It just says logon failed, it never gets to the password command. I have heard of different passwords for different regional offices but not even getting to the password!

The tools are regional if it's a level 3. Level 4 can go anywhere long as you have password to login for that branch.