"Specified account does not exist" error message when domain users try to change their password in UPN format in a different domain

Applies to: Windows Server 2012 R2 DatacenterWindows Server 2012 R2 StandardWindows Server 2008 R2 Datacenter


Consider the following scenario:
  • There are multiple domains that do not have trust relationships between the domains.
  • Domain clients within each domain are running Windows 7 Service Pack 1 (SP1), Windows Server 2008 R2 SP1, or Windows Server 2012 R2.
  • The DNS that each domain points to can resolve the other.
  • A user on a Domain 1 computer tries to change a Domain 2 user's password by using the UPN credential format, UserName@DNSDomainName.com.
In this scenario, the user password is not changed and the user receives the following error message:

The specified account does not exist.


This problem occurs because of changes that were made in hotfix 978277 .

How to obtain this update or hotfix

To resolve this issue, we have released an update for Windows Server 2012 R2. We also have released a hotfix for Windows 7 and Windows Server 2008 R2. Before you install this update or hotfix, check the Prerequisites section in this article.

Important Do not install a language pack after you install this update or hotfix. If you do, the language-specific changes in the update or hotfix will not be applied, and you will have to reinstall the update or hotfix. For more information, see Add language packs to Windows.

Method 1: Windows Update

This update is available from Windows Update.

Method 2: Microsoft Download Center

This update is available for download from the Microsoft Download Center:

For more information about how to download Microsoft support files, click the following article number to view the article in the Microsoft Knowledge Base:
119591 How to obtain Microsoft support files from online services
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Method 3: Hotfix package for Windows 7 and Windows Server 2008 R2

A supported hotfix is available from Microsoft Support. 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.

Update or hotfix detail information


To apply this update or hotfix, you must have April 2014 update rollup for Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 (2919355) installed Windows Server 2012 R2. Or, install Service Pack 1 for Windows 7 or Windows Server 2008 R2.

Restart requirement

You must restart the computer after you apply this update or hotfix.

Update or hotfix replacement information

This update or hotfix does not replace any previously released update or hotfix.


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


Learn about the terminology that Microsoft uses to describe software updates.