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Authentication failed" or "Your Client Security credentials cannot be accessed" message is displayed

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Symptom

You may encounter one of the following symptoms:

  1. An "authentication failed" message is displayed repeatedly from Client Security Solution even though the correct Windows password was entered.
  2. The following message is displayed after changing your Windows password:

    Your Client Security credentials cannot be accessed, possibly because your Windows password was reset by an administrator. You must configure Client Security again. Would you like to continue? Yes / No

These symptoms only occur under the following conditions:

  1. You use a computer running Microsoft Windows XP Home or Professional with Service Pack 2 (SP2).
  2. You log on to the computer as a local user.
  3. You receive a prompt to change your soon-to-expire password.
  4. You change the password to a new password using the displayed prompt.
Affected configurations

Symptom #1 may occur on any system running Windows XP Home or Professional with Service Pack 2 with one of the following:

  • Client Security Solution 7.0, when the Windows password is the authentication element used to access the Client Security Solution application
  • Rescue and Recovery 3.1
  • Local user accounts

Symptom #2 may occur on any system running Windows XP Home or Professional with Service Pack 2 with one of the following:

  • Client Security Solution 6.0, when the Windows password is the authentication element used to access the Client Security Solution application
  • Rescue and Recovery 3.0
  • Local user accounts

The following message has been added to the Client Security Solution 7.0 and Rescue and Recovery 3.1 applications to warn users when an affected configuration is detected:

Your system is in danger of potential data loss when changing your Microsoft Windows password. To learn more about an important update that prevents this data loss, see the following Web site:

http://www.lenovo.com/support/site.wss/document.do?sitestyle=lenovo&lndocid=MIGR-63271

This message directs users to the Microsoft Knowledge Base article KB# 890951 on the http://support.microsoft.com/ Web site that describes this problem.

Solution

To avoid the above-mentioned problems, perform one of the following actions:

Note: When the user account is Domain user, please do not apply the Microsoft hotfix.

  • Run "ActiveUpdate" from the Help menu in the Rescue and Recovery or Client Security Solution application. This action invokes the Lenovo System Update tool, which will use the Internet to retrieve and apply the most up-to-date Microsoft hotfix to resolve this issue.
  • Contact Microsoft to obtain the hotfix directly.

To recover from the above-mentioned problem after changing your password using the prompt, perform the following actions:

  • Change your new password back to the former password.
  • Run "ActiveUpdate" from the Help menu in the Rescue and Recovery or Client Security Solution application. This action invokes the Lenovo System Update tool, which will use the Internet to retrieve and apply the most up-to-date Microsoft hotfix to resolve this issue.

To remove the warning message from Client Security Solution 7.0 or Rescue and Recovery 3.1 without applying the Microsoft hotfix, complete the following procedure:

  1. Download the Rescue and Recovery and Client Security Solution Toolkit (1MB).
  2. Extract the Rescue and Recovery and/or Client Security Solution Active Directory Template (.adm file), as appropriate.
  3. Add the template to the Active Directory policy or apply the (.adm) file to the local machine Group Policy by completing the following steps:
    1. Click Start, then click Run.
    2. Type gpedit.msc, then click OK.
    3. Within the Group Policy window, go to the Local Computer Policy/Computer Configuration directory. Right-click the Administrative Templates folder and select Add/Remove Templates, then click Add and select the Client Security Solution and/or Rescue and Recovery .adm file, as appropriate.
    4. Click Close to import the selected template. The ThinkVantage folder is now available within the Administrative Templates directory.
    5. Navigate to Client Security Solution folder and enable the Disable Windows XP SP2 Hotfix Warning setting.

  • Alias ID: MIGR-63271
  • Document ID: HT035813
  • Last Updated :17.6.2014
  • (c) 2014 Lenovo