Citrix Password Manager - Incorrect Password, Try Again - but password is correct

Posted by citrix on October 14, 2008
Christina Fogle We have PM 2.0 installed on a server and using active directory. A new user went through the first time setup and messed up, but had already created an answer to the question. We exited, then tried again, but now when it prompts for the Windows Password, it continues to answer “Sorry, Incorrect Password. Please Try Again.” We have confirmed this is the correct AD password and we are never able to get past this part so we can configure the personal authentication information. We have followed the instructions for deleting a user who has forgotten his question answer, but the error message continues to happen - so the user has obviously not been deleted. In the PM console, when you right-click to delete the user, the delete feature is always grayed out. Any assistance would be appreciated.
Paul Wilson This is a known issue and is referenced in the Knowledge Base article CTX102959. A bad registry key is left in the Windows Terminal Server Install hive and subsequently copied to all user profiles.

To fix this issue for new users, simply delete all the values under

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server \Install\Software\Citrix\MetaFrame Password Manager\.

To repair users that are currently experiencing this issue, you will need to do the following:

1. Delete the user’s MMF file
2. Delete the user’s data from the synchronization point (in the AD Tree)
3. Delete the user’s Password Manager registry hive found at

HKEY_CURRENT_USER\SOFTWARE\Citrix\MetaFrame Password Manager\

These steps effectively reset the user so the system believes it is a new user and the bad registry key is no longer in the user profile.

If this does not work for you, please post back.

Thanks,

Paul Wilson
Citr!x Systems, Inc.
MetaFrame Password Manager Team
Category: Password Manager