Users unable to change Exchange password through Outook

Posted on 2013-09-17
Medium Priority
Last Modified: 2014-02-05
Hello All, so here is a description of the issue we are experiencing.
Recently we enabled password expiration policies in our Exchange 2003 environment. In our environment we have two domains.
(Domain A = All windows users and services Domain B = Only Exchange users and services)
We have a mixed environment of Outlook 2003, 2007, and 2010. The issue is, when a users password expires and they receive a prompt in outlook to change their password it will not allow them to change it. Regardless of the passwords complexity level/format. In the password change dialogue the domain name "Domain B" is entered into the domain field as is the username and the server name. However, each time the user enters a new password they get an error message stating "Your Windows password could not be changed. To change your password, you must log on to your organization's network or contact your system administrator."
So each time the password expires we have a huge influx of users calling in with locked accounts who cant change their password through outlook. We usually will log into their PC then RDP to the exchange server and use ADUC and have them enter a new password there. Very lengthy process as you can imagine.
Any idea on what might cause this issue?
Question by:CKabs
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LVL 12

Expert Comment

ID: 39501555

If Outlook is using RPC-HTTP to connect to Exchange Server, then change of password thru Outlook is not supported.


Change your network password by using any one of the following methods that are available in your environment:  
•Log on through a VPN connection to the network.
•Log on to the Local Area Network (LAN).
•Use the Internet Information Server (IIS) Change Password feature with Outlook Web Access (OWA). For information about how to configure the IIS Change Password feature, see the following article from the Microsoft Knowledge Base.

LVL 10

Expert Comment

by:Vijaya Babu Sekar
ID: 39501568
In Exchange server will not allow to change password through outlook. so you may try to change password through OWA or corporate system (LAN)


Author Comment

ID: 39515260
SreRaj: As far as i know we do not use RPC over HTTP, we are using MAPI in our outlook clients.

ViJay: This is not an OWA issue. Please read the question in more detail before responding...
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LVL 12

Expert Comment

ID: 39523725
Is Domain B child domain of Domain A? Users having mailbox are in Domain B, so are they logging in to Domain B on the workstation, If so can't they change the password in workstation using Ctrl + Alt + Delete -> Change Password option.

Author Comment

ID: 39526448
SreRaj: No the two domains are completely separate. The users never actually log into a workstation with the credentials they use to log into outlook. Herein lies the issue, outlook does not allow users to change their password.
LVL 12

Accepted Solution

SreRaj earned 2000 total points
ID: 39526777
There is a known issue for this scenario. Since Outlook Account is in a seperate domain, when user tries to change password, outlook client will not be able to find Primary Domain Controller Emulator (PDC Emulator) for that domain. Exchange Server is responsible for giving this information. If the domain to which user logs on is same as the domain for the account used in outlook, then this issue will not happen.

In order to fix this issue, you need to create the following registry key on the PDC Emulator server in the domain where exchange accounts are hosted. To find the PDC Emulator, you could run the command 'netdom query fsmo' from command prompt. The following registry key is case dependent.

1.Start Registry Editor (Regedt32.exe).
2.Under the HKEY_LOCAL_MACHINE subtree, go to the following subkey:

3.If you are using Windows NT, on the Edit menu, click Add Value.

Note If you are using Windows 2000, on the Edit menu, point to New, and then click DWORD Value.
4.Add the following value, depending on which protocol is shared between the clients and the PDC:


5.If you are using Windows NT, in the Data Type field, select REG_DWORD, and then click OK.
6.In the DWORD editor, in the Data field, type 1.
7.Click OK. The new value appears.
8.You must restart the PDC for the changes to take effect.

Ref: http://support.microsoft.com/kb/236111

Author Comment

ID: 39690923
Hey SreRaj, I know its been a while since i checked this post. I lost access to my EE account for a short time. I have applied this reg fix and scheduled a reboot of the exchange server tonight. I will post back an update tomorrow and close the question if all goes well. Thanks for posting that info!

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