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Error -939720664 (0xC7FD0028) when trying to login

This document (7012120) is provided subject to the disclaimer at the end of this document.

Environment

Novell Client 2 SP3 for Windows 7
Novell Client 2 SP3 for Windows 8
Novell Client 2 SP3 for Windows Server 2008
Novell Client 2 SP3 for Windows Server 2008 R2
Novell Client 2 SP3 for Windows Server 2012

Situation

After installing the Novell Client, the user attempts to login, but the login fails and the error "Internal Error -9397200664 (0xC7FD0028) is seen.

Resolution

Possible causes and their resolutions are:

Cause 1. XTSVCMGR.EXE startup is being delayed.  To test if this is the cause, simply wait a few minutes before logging in to see if it resolves the problem.

Resolution 1: Follow TID 7006626 to increase the "Max Retries Boot Threshold".

Cause 2. XTSVCMGR.EXE is a) not installed, b) not registered, or c) not running.

a) To verify that XTSVCMGR.EXE has been installed, navigate to "C:\Program Files\Novell\Client\XTier\Services" to verify XTSVCMGR.EXE exists.

b) To verify that XTSVCMGR.EXE has been registered, open the Windows Registry Editor (REGEDIT.EXE) and inspect [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\XTSvcMgr] to see if the Novell XTier Service Manager is configured to start as a service. You should see something similar to this:



c) To verify that XTSVCMGR.EXE is running:

1. Run Task Manager.
2. Switch to the "Processes" tab.
3. Enable "Show processes for all users" to elevate and show all processes.
4. Look for "xtsvcmgr.exe" in the list of running processes.

Resolution 2. Re-install the Novell Client.

Cause 3. XTSVCMGR.EXE is crashing.  Review the Windows Application Event Log to confirm an unexpected crash of XTSVCMGR.EXE.

Resolution 3: Find the cause of the crash. In one known case, installing IIS caused the creation of "C:\program" which exposed a problem relating to the image path for the Novell XTier Service Manager (XTSVCMGR.EXE).

Change the "ImagePath" value under [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\XTSvcMgr] to have double quotes around the value, i.e. from the REG_EXPAND_SZ value being:
 
%ProgramFiles%\Novell\Client\XTier\Services\XTSvcMgr.exe
 
to the REG_EXPAND_SZ value being:
 
"%ProgramFiles%\Novell\Client\XTier\Services\XTSvcMgr.exe"

If this does not resolve the problem, provide Novell Technical Services with a dump of the XTSVCMGR.EXE process.

1. Run Task Manager
2. Switch to the "Processes" tab
3. Enable "Show processes for all users" to elevate and show all processes
4. Right-click on XTSVCMGR.EXE and select "Create Dump".

Cause

The error (meaning NC_STATUS_PRECONDITION_FAILED) is being reported from NSNS (the Novell Client's name resolution service; i.e. the service that handles trying to resolve names over SLP, DNS, etc.).  This condition means "the kernel-mode NSNS.SYS driver is being asked to resolve a name, but the user-mode XTSVCMGR.EXE service is not running yet or has not initialized the corresponding HTASE.DLL service yet."


Disclaimer

This Support Knowledgebase provides a valuable tool for NetIQ/Novell/SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:7012120
  • Creation Date:10-APR-13
  • Modified Date:10-APR-13
    • NovellClient

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