Cached credentials are not updated when you change your password in Windows

Applies to: Windows 7 Service Pack 1Windows 7 EnterpriseWindows 7 Professional

Symptoms


Consider the following scenario:
  • In an Active Directory domain environment, you have a user account.
  • The user principal name (UPN) of the account differs from the Security Accounts Manager (SAM) name of the account. For example, the UPN of the account resembles "username@domain.com," and the SAM name of the account resembles "domain\username2."
  • The credentials are cached on a client computer that is running Windows 8, Windows Server 2012, Windows 7 Service Pack 1 (SP1), or Windows Server 2008 R2 SP1.
  • You always log on to the client computer by using the UPN method.
  • You change the password of the user account by using the client computer. For example, you press Ctrl+Alt+Del and then click Change Password.

In this scenario, your credentials that are cached in the Local Security Authentication Server (Lsass.exe) process are not updated.

Note You are prompted to enter credentials to continue accessing network resources because of this problem.

Cause


This problem occurs because the Kerberos.dll file tries to compare the password change in the UPN user name format and in the SAM user name format in the Kerberos logon session. Because the UPN and the SAM name are different in this case, the credentials in the Lsass.exe process are not updated.

Resolution


Update information for Windows 8 and Windows Server 2012

To resolve this issue in Windows 8 or Windows Server 2012, install the update rollup 2883201. For more information about how to obtain this update rollup package, click the following article number to go to the article in the Microsoft Knowledge Base:

2883201 Windows RT, Windows 8, and Windows Server 2012 update rollup: October 2013

Hotfix information for Windows 7 and Windows Server 2008 R2

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, go to the following Microsoft website: 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 one of the following operating systems:

  • Windows 7 Service Pack 1 (SP1)
  • Windows Server 2008 R2 Service Pack 1 (SP1)

For information about how to obtain a Windows 7 or a Windows Server 2008 R2 service pack, see Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2 .

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

Status


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