Error message when you try to change a password on a computer that is running Windows 7 or Windows Server 2008 R2: "The specified account does not exist"

Article ID: 978277 - View products that this article applies to.
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SYMPTOMS

When you log on to a computer that is running Windows 7 or Windows Server 2008 R2 by using a user principal name (UPN), you cannot change the password. Additionally, you receive the following error message:
"The specified account does not exist." (KDC_ERR_C_PRINCIPAL_UNKNOWN)


This issue occurs when the following conditions are true:
  • Your user account belongs to a subdomain. For example, your user account belongs to "subdomain.domain.com."
  • The UPN suffix of your user account is a root domain. For example, the UPN is "user_name@domain.com."
  • Your user name in the Security Account Manager (SAM) differs from the user name in the UPN. For example, the format of the user account name in the SAM is "subdomain\username." Therefore, the user name in the SAM is "username." However, the user name in UPN is "user_name."
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CAUSE

This issue occurs because an incorrect realm name is used to build the Kerberos password change request.
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RESOLUTION

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
(http://support.microsoft.com/contactus/?ws=support)
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must be running Windows 7 or Windows Server 2008 R2 on the computer.

Restart requirement

You may have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows 7 and Windows Server 2008 R2 file information notes
Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows Server 2008 R2 and for Windows 7" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintaining the state of the updated component. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
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File nameFile versionFile sizeDateTimePlatform
Kerberos.dll6.1.7600.20633541,18402-Feb-201007:34x86
For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
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File nameFile versionFile sizeDateTimePlatform
Kerberos.dll6.1.7600.20633714,24002-Feb-201008:35x64
For all supported IA-64-based versions of Windows Server 2008 R2
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File nameFile versionFile sizeDateTimePlatform
Kerberos.dll6.1.7600.206331,498,11202-Feb-201007:00IA-64
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STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
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MORE INFORMATION

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684
(http://support.microsoft.com/kb/824684/ )
Description of the standard terminology that is used to describe Microsoft software updates

Additional file information

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7
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File nameUpdate.mum
File versionNot applicable
File size1,674
Date (UTC)02-Feb-2010
Time (UTC)10:34
PlatformNot applicable
File nameX86_7c0270634fbf0972199df1176ab4c700_31bf3856ad364e35_6.1.7600.20633_none_a7e4d7df54a5b154.manifest
File versionNot applicable
File size705
Date (UTC)02-Feb-2010
Time (UTC)10:34
PlatformNot applicable
File nameX86_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20633_none_e76ae2ee2b18011e.manifest
File versionNot applicable
File size33,218
Date (UTC)02-Feb-2010
Time (UTC)07:57
PlatformNot applicable
Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
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File nameAmd64_60859c49e236f6585f44164575fbc943_31bf3856ad364e35_6.1.7600.20633_none_2e7d8aeb5c4fa752.manifest
File versionNot applicable
File size709
Date (UTC)02-Feb-2010
Time (UTC)10:34
PlatformNot applicable
File nameAmd64_ff06098389e2a35f06f69437552efd65_31bf3856ad364e35_6.1.7600.20633_none_33ffcd417915041d.manifest
File versionNot applicable
File size1,060
Date (UTC)02-Feb-2010
Time (UTC)10:34
PlatformNot applicable
File nameAmd64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20633_none_43897e71e3757254.manifest
File versionNot applicable
File size33,222
Date (UTC)02-Feb-2010
Time (UTC)09:10
PlatformNot applicable
File nameUpdate.mum
File versionNot applicable
File size1,906
Date (UTC)02-Feb-2010
Time (UTC)10:34
PlatformNot applicable
File nameWow64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20633_none_4dde28c417d6344f.manifest
File versionNot applicable
File size22,967
Date (UTC)02-Feb-2010
Time (UTC)07:50
PlatformNot applicable
Additional files for all supported IA-64-based versions of Windows Server 2008 R2
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File nameIa64_c57e593f4968185910d46eff30f97d7d_31bf3856ad364e35_6.1.7600.20633_none_192fa50d699497b2.manifest
File versionNot applicable
File size1,058
Date (UTC)02-Feb-2010
Time (UTC)10:34
PlatformNot applicable
File nameIa64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20633_none_e76c86e42b160a1a.manifest
File versionNot applicable
File size33,220
Date (UTC)02-Feb-2010
Time (UTC)08:36
PlatformNot applicable
File nameUpdate.mum
File versionNot applicable
File size1,684
Date (UTC)02-Feb-2010
Time (UTC)10:34
PlatformNot applicable
File nameWow64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20633_none_4dde28c417d6344f.manifest
File versionNot applicable
File size22,967
Date (UTC)02-Feb-2010
Time (UTC)07:50
PlatformNot applicable
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Properties

Article ID: 978277 - Last Review: February 23, 2010 - Revision: 1.0
APPLIES TO
  • Windows 7 Enterprise
  • Windows 7 Home Basic
  • Windows 7 Home Premium
  • Windows 7 Professional
  • Windows 7 Starter
  • Windows 7 Ultimate
  • Windows HPC Server 2008 R2
  • Windows Server 2008 R2 Datacenter
  • Windows Server 2008 R2 Enterprise
  • Windows Server 2008 R2 Standard
  • Windows Web Server 2008 R2
Keywords: 
kbexpertiseadvanced kbqfe kbhotfixserver kbfix kbsurveynew kbautohotfix KB978277
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