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Windows 7 domain laptops unable to change domain user password RRS feed

  • Question

  • Hello everyone,

    We are running into a somewhat peculiar issue that I have been unable to find any information about and I was hoping someone here could point me in the right direction.

    Several of our Windows 7 laptops (We're working on moving to W10) have become unable to change the password for a domain account from the Change a Password screen after hitting CTRL ALT DEL. Usually when someone would select to change their password, it would take them to the text boxes with the domain\username pre-populated, I'm sure you are familiar.

    Recently, when following the same steps, an account selection screen comes up with the option to use a smart card or simply type in the username. While we are working on implementing smart cards, they are not yet in use and in fact should not even show any options for them yet. After opting to type in a user account, rather than populating the username field with domain\username, the field remains blank with grey text saying "provider\user name" instead. If the user types in their domain\username and attempts to change the password, they get a generic error stating it is unable to change the password.

    Users are still able to use a co-workers machine to change their password from the same screen by substituting the username. Most of the affected machines are from users that work in the same team, even though those same users can change their passwords elsewhere just fine. It appears to be isolated to specific Windows 7 laptops and affects every user that attempts to change their password on there.

    I have a feeling that it has to do with the smart card setting or perhaps the SCCM team pushed out a driver update for the integrated card readers on them and that activated some service or another, but am not sure where to look. Unfortunately I have not had the opportunity to do troubleshooting on one of the laptops. If possible, I would at least like to exclude the possibility of it being related to GPO settings.


    Thursday, February 20, 2020 1:59 PM

Answers

  • Hi,

     

    You are welcome and sorry for the reply delays.

     

    To be honest, for your demand, open a support ticket with Microsoft should be a more effective way than ask in TechNet forum.  I would suggest you contact Microsoft Customer Support and Services where more in-depth investigation can be done so that you would get a more satisfying explanation and solution to this issue.

    Here is the link:

    https://support.microsoft.com/en-gb/hub/4343728/support-for-business

    Hope can help you. Have a nice day!

     

    Best Regards,

    Kiki


    "Windows 10 Installation, Setup, and Deployment" forum will be migrating to a new home on Microsoft Q&A (Preview)!
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    • Marked as answer by Ferdi Keijzer Monday, March 2, 2020 2:39 PM
    Friday, February 28, 2020 9:13 AM

All replies

  • Hi,

     

    According to your description, it should be because the password policy on the client is not synchronized with the DC (domain controller).

    Execute the following command on the problematic machine to forcibly synchronize the group policy:

     gpupdate / force

    Then restart the computer and complete the group policy synchronization to modify the password of the domain user.

     

    Besides, Windows 7 has ended extended support on January 14, 2020.

    After that, the product will no longer provide the technical assistance and software updates provided by Windows Update to protect your PC. I highly recommend that you upgrade your PC to Windows 10 to avoid situations where you no longer need service or support.

    For more specific details, you can refer to the following links:

    Windows 7 support ended on January 14, 2020

    https://support.microsoft.com/en-us/help/4057281/windows-7-support-ended-on-january-14-2020

     

    Hope can help you. Have a nice day!

     

    Best Regards,

    Kiki


    Friday, February 21, 2020 6:09 AM
  • Hi Kiki,

    Thank you very much for your time and response.

    These machines have been functioning on our domain for years and there has been no change to the password policy. They have been rebooted numerous times, logged in with domain accounts and syncing the GPs is one of the first steps performed during troubleshooting. In fact, I believe our company has an over reliance on GPupdate /force as issues are routinely routed to higher tier teams after only performing that command.

    I understand Windows 7 extended support has ended, which is why I stated that we're working on upgrading everything to W10. That said, I'm not sure how that applies to this situation, as this is about a basic functionality that is an integral part of any version of Windows and support ending does not immediately break existing W7 machines, unless MS is actively sabotaging W7 devices I suppose :) This has been an issue since last year October, when there was still support, and I have only recently assigned to look into the issue.

    If this is truly related to the password policy or the ended support, please elaborate on how exactly it is so I can make a case to expedite the upgrade to W10 to my superiors.

    Thank you and have a great day,
    Ferdi Keijzer

    Friday, February 21, 2020 1:53 PM
  • Hi,

     

    You are welcome and sorry for the reply delays.

     

    To be honest, for your demand, open a support ticket with Microsoft should be a more effective way than ask in TechNet forum.  I would suggest you contact Microsoft Customer Support and Services where more in-depth investigation can be done so that you would get a more satisfying explanation and solution to this issue.

    Here is the link:

    https://support.microsoft.com/en-gb/hub/4343728/support-for-business

    Hope can help you. Have a nice day!

     

    Best Regards,

    Kiki


    "Windows 10 Installation, Setup, and Deployment" forum will be migrating to a new home on Microsoft Q&A (Preview)!
    We invite you to post new questions in the "Windows 10 Installation, Setup, and Deployment" forum’s new home on Microsoft Q&A (Preview)!
    For more information, please refer to the sticky post.

    • Marked as answer by Ferdi Keijzer Monday, March 2, 2020 2:39 PM
    Friday, February 28, 2020 9:13 AM
  • Thank you Kiki.

    I was hoping to run across someone that would happen to be familiar with this issue. I will take your advice and see if I can open a support ticket.

    Have a great day,

    Ferdi Keijzer

    Monday, March 2, 2020 2:39 PM
  • Hi Ferdi Keijzer,

     

    You are welcome.

    Sincerely hope that you could solve this problem and thanks for your understanding.

     

    Have a nice day^-^

    Kiki


    "Windows 10 Installation, Setup, and Deployment" forum will be migrating to a new home on Microsoft Q&A (Preview)!
    We invite you to post new questions in the "Windows 10 Installation, Setup, and Deployment" forum’s new home on Microsoft Q&A (Preview)!
    For more information, please refer to the sticky post.


    Tuesday, March 3, 2020 2:24 AM