Users trying to logon to an ICA session on a Windows Server 2008 (R1/R2), where Citrix Profile Management (UPM) and Novell Secure Login are installed, see the following error message:

“The User Profile Service failed the logon. User profile cannot be loaded“

When trying to logon for the second time and all subsequent times, it works correctly.

There is a registry key to prevent the Novell Secure Login from blocking files and also the registry for access which is located at:

HKLM\Software\Protocom\SecureLogin

Create a DWORD Entry called ForceHKLMAndNoDPAPI and set it to 1.

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Problem Cause

The Novell Secure Login tool creates and accesses the user profile before the Citrix Profile Management service. As a result, Profile Management finds a user profile locally on the server and identifies it as “non-UPM” (“Local profile is not a UPM profile.”) and tries to delete it, which fails because some files and folders are held in lock state by the Novell Secure Login service.

Because access to the profile has been denied, Windows automatically sets the home directory of the user in the registry to a new path following the standard naming conventions:

“Username” > “Username.domain” > “Username.domain.001” > “Username.domain.002” > and so on

At the second logon attempt, the Novell Secure Login tool has already run its configuration for the user and still points to the preceding directory (in this case “Username”) while Citrix Profile Management now uses the new directory “Username.domain”. The logon works as expected now.

If the local profile directories are not deleted upon logoff by a script or manually during maintenance the logon will always be successful afterwards.

Users trying to logon to an ICA session on a Windows Server 2008 (R1/R2) where Citrix Profile Management (UPM) and Novell Secure Login are installed might see an error message: "The User Profile Service failed the logon. User profile cannot be loaded“.