Offline Users unable to login to ZCM

  • 7006638
  • 08-May-2012
  • 31-Oct-2012


Novell ZENworks Configuration Management 11.2 Authentication
Windows 7


To differentiate this issue from other generic problems logging in, all of the following need to be true
  • "Unable to log into the network because the cached login information is not available" is displayed when a user tries to login while disconnected from the network
  • The user has previously logged in to the device while connected to the network
  • The user enters their login name using lower-case letters for logging-in online, and one or more upper-case letter when logging in offline (e.g., login online as "john", login offline as "John")
  • Works fine on ZCM 11.1
  • In the ZMD-Messages the following can be seen:
    • [DEBUG] [03/22/2012 12:56:01.020] [1692] [ZenworksWindowsService] [9] [testuser] [RegistrationManager] [] [RegisterUser - Starting] [] []
      [DEBUG] [03/22/2012 12:56:01.020] [1692] [ZenworksWindowsService] [9] [] [ZenCache] [] [(Thread 9) GetObject(userResponse:Registration, UserContext{_LocalId=none; _RemoteId=testuser}) called] [] []
      [DEBUG] [03/22/2012 12:56:01.020] [1692] [ZenworksWindowsService] [9] [] [ZenCache] [] [(Thread 9) GetObject returning <not cached> in 0 ms] [] []
      [DEBUG] [03/22/2012 12:56:01.020] [1692] [ZenworksWindowsService] [9] [] [RemotingService] [] [RegisterUser failed to return a user Guid] [] []


This is fixed in version 11.2.1 - see KB 7010042 "ZENworks Configuration Management 11.2.1 - update information and list of fixes" which can be found at

Please report any problems encountered when using this Patch, by using the feedback link on this TID.

Note: this is a partial fix, it only fixes the issue when the name is stored in memory: the same problem will still be seen if the device is shutdown, and this part is still being investigated by Novell Engineering.


This is what the customer was trying
1. Login to network say john/novell
2. After Authentication was successful
3. Shutdown the Machine
4. Disconnect the network cable
5. Start the Machine
6. Now login as John/novell

In connected mode user had tried out has "john" but in disconnect mode "John " was keyed in (notice the change in case) due to which authentication was failing with error message.


Reported to Engineering

Additional Information

The fix was not working when the machine was shutdown/restarted after network was disconnected. To track this, a new defect, #764083, has been logged.