XCCC: Troubleshooting Passwords in Outlook Web Access

This article describes how troubleshoot Microsoft Outlook Web Access (OWA) when you receive the following error message: Although this article uses the USA Outlook Web Access directory, this also applies to other language sets as well. For example, if you are using Japanese (JPN) Outlook character sets, you would access the c:\exchsrvr\webdata\JPN directory to edit the root.asp file for the Japanese OWA language.

When you log on to an Exchange Server 5.5 computer by using OWA, you may receive the following error message: This error message can occur in the following scenarios:

�	Scenario one: Your Windows NT account password on the domain controller has expired.
�	Scenario two: A user was logged on to OWA when Exchange Server 5.5 Service Pack 3 (SP3) was installed on the Exchange Server computer.
�	Scenario three: Your account is located on the local account database of a member server and not the domain controller.
�	Scenario four: A corrupted or invalid IUSR_servername account is used.

Resolution for Scenario One

If your Windows NT account password has expired:

1.	Log on to the OWA client, and then click OK when you receive this error message.
2.	Click the Options icon on the Outlook bar, and then click Change Password.
3.	Type the appropriate information in the Account Name, Old Password, New Password, and Confirm New Password boxes.
4.	Click OK to confirm your choices.

Resolution for Scenario Two

If a user was logged on to OWA when Exchange Server 5.5 SP3 was installed on the Exchange Server computer, use either of the following methods to resolve this issue:

�	Reset the password in User Manager for any users experiencing this issue. NOTE: This issue only occurs for users who were logged on at the time the Exchange Server 5.5 SP3 upgrade was applied to the Exchange Server computer.
�	Edit the Constant.inc file that is located in the Exchsrvr\WebData\Language folder. In the line that reads "fEnablePasswordMenu = true," change "true" to "false" to disable the error message. NOTE If you use this method, none of the users can change their passwords by using the Option menu in OWA.

Resolution for Scenario Three

If your account is located in a local account database of a member server and not the domain controller, disable the Change Password option on the Windows NT member server by editing the Constant.inc file that is located in the Exchsrvr\WebData\USA folder. To do so:

1.	Use Microsoft Notepad to open Constant.inc.
2.	Under Administrative Settings, locate the following line: fEnablePasswordMenu = true
3.	Change this entry to read: fEnablePasswordMenu = false
4.	On the File menu, click Save.
5.	On the File menu, click Exit.

Resolution for Scenario Four

If a corrupted or invalid IUSR_servername account is being used, use either of the following methods to resolve this issue:

�	Change the password for the IUSR_computername account in the Windows NT User Manager for Domains tool, and then retype this new password in all the locations that reference this account and password. -or-
�	Create a new account to be used in place of the existing IUSR_computername account. Make sure that you create an account that has all of the same rights and permissions, and that is part of the same groups as the existing account. Verify that all other references to this account are updated with the new account information.

Use User Manager for Domains to check the following locations after you change a password or create a new account:

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Internet Information Server (IIS): 1. Start Internet Service Manager. 2. Click to expand Internet Information Server, and then open the properties of the server in question. 3. Click Edit in the Master Properties section. 4. Click the Directory Security tab. 5. Click Edit in the Anonymous Access and Authentication Control section. 6. Click Edit in the Allow Anonymous Access section. 7. Update the user account and password. NOTE: You may have to clear the Enable Automatic Password Synchronization check box to update the password. If you do so, make sure to enable it again before you exit the dialog box. 8. Click OK four times to exit all dialog boxes.

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Exchange Server: 1. Start the Microsoft Exchange Server Administrator program. 2. Click to expand the Configuration container, and then open the DS Site Configuration properties. 3. Click the General tab, update the user account and password, and then click OK.

Alternatively, you can use the following resolution:

1.	Go to C:\Exchsrvr\Webdata\USA.
2.	Open the Root.asp file.
3.	Look for the line that contains the following data: if cint(days) < 0 then days = 10000.
4.	Change this line so that it includes the following data: if cint(days) < 1 then days = 10000.
5.	Save the file.