Article ID: 116049, created on May 7, 2013, last review on Jun 16, 2015

  • Applies to:
  • Operations Automation

Symptoms


An user has changed their password in POA Control Panel. After that, user cannot log in to their Exchange mailbox using Outlook or OWA with the new password.

Cause


Password change was not yet completed for user in Active Directory or user's password was changed manually in AD.

Resolution


1. For each Exchange mailbox POA creates user account in Active Directory. When user changes their password in POA Control Panel, a task 'Set properties for AD entity '<user name>' of type 'UserAccount' (entity_id: <POA user ID>)' is being scheduled by POA.

Check failed/unprocessed tasks for the problem user in POA Task Manager - filter tasks by the problem user name or ID. If there is a failed or unprocessed task, find a problem that does not allow the task to complete and fix it, re-run task after that.

2. If there is no unprocessed or failed tasks for the problem AD user, this means that POA sent request to change the password to Active Directory and it reported that password has been changed successfully. The problem must lie on AD side.

First, you can try to test if the new password has been even applied to AD. The simplest way is to use the 'runas' command. Execute the 'runas' command on any domain controller in AD domain where Hosted Exchange is deployed:
runas /user:DOMAIN\USER "cmd.exe" Replace DOMAIN\USER in the command above with the actual values - AD domain name and name of the user in question.

The 'runas' command will ask to provide user's password. You can provide the user's password and see if it works. If it works on some domain controllers and not on others, there is something wrong with Active Directory replication. Check the replication status and check that a domain controller with PDC emulator role is available.

If password which user set in POA Control Panel does not work on all AD domain controllers it may mean that password was changed manually in AD. If this is the case then try to change password once again in POA Control Panel and make sure that tasks mentioned in the step 1 above were processed successfully.
 

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