Profile is always cached on NT 4.0

Here is my problem. One of my customers was logged on while the network connection died. Now everytime THEY try to logon they get a cached account. Everybody else that interactively (at the keyboard) logs on authenticates to the domain. The onlyway I have resolved this problem in the past is to rebuild the profile by deleting the NTUSER.DAT file. I have not been able to piece anything together from TECHNET. Is there a better method to this madness???