Error message when you try to sign in to Communicator 2005 on a computer that is running Windows XP SP2: "Cannot sign in to Communications Service" (918281)


The information in this article applies to:

  • Microsoft Office Communicator 2005

SYMPTOMS

Consider the following scenario. You unlock a computer that is running Microsoft Windows XP Service Pack 2 (SP2). Then, you try to sign in to Microsoft Office Communicator 2005. In this scenario, you cannot sign in to Communicator 2005. Additionally, you receive the following error message:
Cannot sign in to Communications Service. You may have entered your sign-in name, username, or password incorrectly, or the authentication service may be incompatible with this version of the program. If your sign in information is correct and the problem persists, please contact your system administrator.

CAUSE

This issue may occur if the computer has been locked for more than 24 hours.

RESOLUTION

To resolve this issue, update the Kerberos.dll file on the computer to the latest version of the file that is available.

An update to the Kerberos.dll file is available in the hotfix that is described in the following article in the Microsoft Knowledge Base:

891849 You receive "The system could not log you on" error message when you use a smart card to log on to a Windows XP Professional-based computer

WORKAROUND

To work around this issue, use one of the following methods:
  • Shut down and then restart the computer.
  • Log off and then log on to your user account on the computer.

MORE INFORMATION

If you perform client-side tracing for Microsoft Office Live Communications Server, the results of the tracing report resemble the following results: 
10:16:06.794 6F8:710 ERROR :: SIP_MSG_PROCESSOR::CompleteSAProcessingAndGetAuthHeader InitializeSecurityContext failed: 0x8009030e
10:16:06.794 6F8:710 ERROR :: SIP_MSG_PROCESSOR::OnSAInitComplete - CompleteSAProcessingAndGetAuthHeader failed 80ef0191

C:\>err 0x8009030e
# for hex 0x8009030e / decimal -2146893042 :
  SEC_E_NO_CREDENTIALS
# No credentials are available in the security package
# 1 matches found for "0x8009030e"
Modification Type:MinorLast Reviewed:4/28/2006
Keywords:kblogin kberrmsg kbtshoot kbprb KB918281 kbAudEndUser
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