You may receive "An unexpected error has occurred" error message when you move to a Sarbanes-Oxley site (873304)

RESOLUTION

There are three possible causes and three possible solutions to the problem. The first cause is relatively common. The second cause and the third cause are rare.

Cause 1

The password for the soxadmin account has expired.

The Office Solution Accelerator for Sarbanes-Oxley uses this account to perform various activities that require a user account. If Microsoft Windows causes the password to expire, the Office Solution Accelerator for Sarbanes-Oxley cannot log on. To resolve this problem, follow these steps:

1. Start Control Panel. Double-click Administrative Tools. Double-click Computer Management.
2. Expand Local Users and Groups, and then double-click Users.
3. Right-click the soxadmin account, and then click Properties.
4. Click to select the User cannot change password check box. Click to select the Password never expires check box. Click to clear the Account is disabled check box.
5. Click OK to commit the changes.

Cause 2

The soxadmin account may not have Administrator permissions for the Compliance site. Or, the soxadmin account may not exist.

To verify that the soxadmin account has Administrator permissions for the Compliance site, follow these steps:

1. On the Compliance site homepage, click Manage Users.
2. Locate the following account:
   
   Sox Site Administrator
   
   Note The soxadmin account must have the following user name:
   
   <computer name>\soxadmin
   
   Note The Sox Site Administrator account must have Administrator permissions for the Compliance site.

If the Sox Site Administrator account does not exist, you must add the Sox Site Administrator account for the Office Solution Accelerator for Sarbanes-Oxley to work correctly. To add the Sox Site Administrator account, follow these steps:

1. Click Add Users.
2. In the Users box, type soxadmin.
3. In Site Groups, click Administrator, and then click Next.
4. Click to clear the Send the following e-mail to let these users know they've been added check box, and then click Finish.

Cause 3

The password for the soxadmin account is missing.

The Office Solution Accelerator for Sarbanes-Oxley stores the encrypted password for the soxadmin account in the following registry key:

HKEY_LOCAL_MACHINE\Software\Microsoft\SOX\ASPNET_SETREG\password

When the Office Solution Accelerator for Sarbanes-Oxley has to impersonate the soxadmin account, the Office Solution Accelerator for Sarbanes-Oxley retrieves this password that is in the registry key. If this registry key is missing or is empty, the Office Solution Accelerator for Sarbanes-Oxley cannot log on. To resolve this problem, re-install the Office Solution Accelerator for Sarbanes-Oxley.