Symptoms
When attempting to manually start either the Citrix SMA Service or the Citrix Print Manager Service, the following error message is received:
“Error: 1069: The service did not start due to a logon failure.”
Cause
There are four known scenarios that could lead to this condition:
1. The Ctx_SmaUser account is disabled.
2. If the Ctx_SmaUser was recreated in the past, then it is possible that the password has either been changed or has expired.
3. The Ctx_SmaUser account is corrupt and has to be recreated.
4. If the user logs on to Citrix Presentation Server 4.0 as follows:
a. Install Citrix Presentation Server 4.0 on the machine that is not joined the domain.
b. After install, join the server in the domain.
c. Log on to the Citrix Presentation Server 4.0 with a Domain User Account belonging to the Group configured as Log on as a service in domain security policies.
Resolution
Scenario 1: The Ctx_SmaUser Account Has Been Disabled
The Ctx_SmaUser is a local account created during the installation of Presentation Server 4.0. To re-enable the account:
1. Go to Computer Management > Local Users and Groups > Users.
2. Right-click the Ctx_SmaUser account, select Properties.
3. Clear the Disable Account check box.
Scenario 2: If the Ctx_SmaUser account was recreated in the past, then it is possible that the password has either been changed or has expired.
To view the account’s properties:
1. Go to Computer Management > Local Users and Groups > Users.
2. Highlight the Ctx_SmaUser account, right-click and select Properties.
3. Ensure that the check boxes for User cannot change password and for Password never expires are selected.
4. Click OK or close the account properties.
5. Select the Ctx_SmaUser account again, right-click the account icon, and select Set Password.
6. Change the password to one consistent with your organization’s security policies regarding passwords—specifically, system or service passwords.
7. Go to the Services snap-in in Computer Management (or services.msc from the Run line).
8. Double-click the Citrix Print Manager service and select the Log On tab.
9. In the password fields, enter the new password from step 5.
10. Start the service. If the service starts successfully, then repeat steps 8 and 9 for the Citrix SMA Service. If the new password fails, then double check the password to see that it was entered properly. If the services still fail to start with the same error, then proceed to Scenario 3 in this article.
Scenario 3: The Ctx_SmaUser account is corrupt and has to be recreated.
To recreate the .\Ctx_SmaUser, refer to CTX106393 - Required Permissions and Rights for the Ctx_SmaUser Account.
Scenario 4: Log on to Citrix Presentation Server 4.0 that is joined in the domain after Citrix Presentation Server 4.0 installation, with a Domain User Account belonging to Group configured as "Log on as a service" in domian security policies.
Open Citrix SMA Service Properties and under the Log on tab, select Local System Account.
More Information
This article pertains to Citrix Presentation Server 4.0 on either Windows Server 2003 or Windows 2000 Server. Search the Citrix Knowledge Base for “Ctx_SmaUser” to see additional articles.
