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Error in Windows 7 or Windows Server 2008 R2 when unlocking a computer or switching users

View products that this article applies to.

Symptoms

Consider the following scenario:
  • In a domain environment, you have the following:
    • A domain user account that is named Account A. Also, the check box for the Do not require Kerberos preauthentication account option is enabled on Account A.
    • A client computer that is running Windows 7 or Windows Server 2008 R2.
  • You use Account A to log on to the client computer. Then, you log off from this computer.
  • You use Account A to log on to this computer again after some time. For example, you use Account A to log on to this computer again after 10 seconds.
  • From Account A, you lock the computer. Then, you unlock the computer.
In this scenario, you receive an error message that resembles the following:
Windows has encountered a critical problem and will restart automatically in one minute. Please save your work now.
Then, the computer restarts.

When this issue occurs, the following event is logged in the Application log:Note The issue also occurs when you have Account A and another user logged on to the computer. Then, you click the Switch user option from the other user account, and then you use Account A to log on to the computer again.

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Resolution

Hotfix information

A supported hotfix is available from Microsoft. 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, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
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.

Prerequisites

To apply this hotfix, you must be running Windows 7 or Windows Server 2008 R2.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows 7 and Windows Server 2008 R2 file information notes
Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both of these operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows Server 2008 R2 and for Windows 7" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintaining the state of the updated component. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
File nameFile versionFile sizeDateTimePlatform
Kerberos.dll6.1.7600.20591541,18408-Dec-200911:57x86
For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
File nameFile versionFile sizeDateTimePlatform
Kerberos.dll6.1.7600.20591714,75208-Dec-200912:35x64
For all supported IA-64-based versions of Windows Server 2008 R2
File nameFile versionFile sizeDateTimePlatform
Kerberos.dll6.1.7600.205911,498,62408-Dec-200911:07IA-64

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Status

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

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More Information

How to enable the Do not require Kerberos preauthentication account option

To enable Do not require Kerberos preauthentication account option, follow these steps:
  1. Use a domain administrator account to log on to the domain controller.
  2. In the Active Directory Users and Computers snap-in, expand Users.
  3. Right-click the user account on which you want to enable the account option, and then click Properties.
  4. Click the Account tab in the Account options list, select the Do not require Kerberos preauthentication check box, click Apply, and then click OK.
For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

Additional file information

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7
File nameX86_d9fac711df75ebb80d8f06c55267fc70_31bf3856ad364e35_6.1.7600.20591_none_dc99732cf057f23f.manifest
File versionNot Applicable
File size705
Date (UTC)08-Dec-2009
Time (UTC)15:31
File nameX86_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20591_none_e72800ec2b4a78ef.manifest
File versionNot Applicable
File size33,218
Date (UTC)08-Dec-2009
Time (UTC)12:26
Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
File nameAmd64_7bf5d89e6384a5bed0e8a632e24368fa_31bf3856ad364e35_6.1.7600.20591_none_f10395d01e9ec13a.manifest
File versionNot Applicable
File size709
Date (UTC)08-Dec-2009
Time (UTC)15:31
File nameAmd64_dbe6834701c4ba76650758d2b73a57c0_31bf3856ad364e35_6.1.7600.20591_none_cbab86008306bde2.manifest
File versionNot Applicable
File size1,060
Date (UTC)08-Dec-2009
Time (UTC)15:31
File nameAmd64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20591_none_43469c6fe3a7ea25.manifest
File versionNot Applicable
File size33,222
Date (UTC)08-Dec-2009
Time (UTC)13:01
File nameWow64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20591_none_4d9b46c21808ac20.manifest
File versionNot Applicable
File size22,967
Date (UTC)08-Dec-2009
Time (UTC)12:15
Additional files for all supported IA-64-based versions of Windows Server 2008 R2
File nameIa64_803b84ef226a56a72b585d93e1470b8f_31bf3856ad364e35_6.1.7600.20591_none_fc5f6d4d98b4e0c7.manifest
File versionNot Applicable
File size1,058
Date (UTC)08-Dec-2009
Time (UTC)15:31
File nameIa64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20591_none_e729a4e22b4881eb.manifest
File versionNot Applicable
File size33,220
Date (UTC)08-Dec-2009
Time (UTC)12:55
File nameWow64_microsoft-windows-security-kerberos_31bf3856ad364e35_6.1.7600.20591_none_4d9b46c21808ac20.manifest
File versionNot Applicable
File size22,967
Date (UTC)08-Dec-2009
Time (UTC)12:15

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Keywords: consumerwin7track, kbexpertiseadvanced, kbautohotfix, kbfix, kbsurveynew, kbqfe, kbhotfixserver, kb

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Article Info
Article ID : 976586
Revision : 1
Created on : 1/7/2017
Published on : 10/7/2011
Exists online : False
Views : 571