Hello, JWTinDC...it's happened to a client or two of mine, as well.  I think there is a 24 hour waiting period if you fail to authenticate, so your client may attempt it again today.  

At this point, have them give it another try, hopefully the name question does not appear...but more than likely it will.  Another option is to scan them a copy of the 8879, have them sign it, and scan it back to you.  Obviously, that is inconvenient but it does get the job done.  

Good luck and please let us know how it goes.