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Error in Windows 7: The User Profile Service failed the logon. User profile cannot be loaded

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This document pertains to computers with Windows 7.
When you log on to the computer, you receive the following error message:The User Profile Service failed the logon. User profile cannot be loaded.
Sometimes logging on after a system shutdown and restart can resolve the error. If not, the user profile may be corrupted. In that case, copy the user's files to a new user account and completely remove the corrupted account from the computer.
Follow the steps in this document, in order, until the problem is resolved.

Step 1: Shut down and then restart the computer

Shutting down the computer completely and then turning it on can resolve this error and allow you to log into the user account. Follow these steps to completely shut down the computer and turn it on again:
  1. Shut down the computer (do not restart).
  2. After the computer has shut down completely, wait 5 seconds and then turn on the computer.
  3. Try to log on to the user account that had the problem.
    • If you are able to log on to the account, the issue is resolved.
    • If you are not able to log on, the account may be corrupted. Continue to the next Step.

Step 2: Check for HP SimplePass Software

Use the following steps to check to see if HP SimplePass is installed and to rename a executable file that may be causing the problem:
  1. Restart the computer and immediately begin pressing the F8 key repeatedly.
  2. From the Windows Advanced Options Menu, use the arrow keys to select Safe Mode , and press ENTER .
  3. Click Start and then type truesuiteservice.exe into the search field.
  4. Look for truesuiteservice.exe in the list of search results:
    • If truesuiteservice.exe is not shown in the results list, Skip to the next section: Step 3: Create a new copy of your user account.
    • If truesuiteservice.exe appears in the list of search results, rename this file to: truesuiteservice.backup
      NOTE: Renaming this file can prevent SimplePass automatic Web page logins using a fingerprint reader. Uninstalling SimplePass and reinstalling the latest version may fix this problem.
  5. Restart the computer and log in.

Step 3: Create a new copy of your user account

If you have tried Step 1 and still receive the error when trying to log into the user account, the account may be corrupted. Create a new account and copy the files from the old account before deleting the old account.
Follow these steps to create a new user account:
  1. Click Start , and then click Control Panel .
  2. Under User Accounts and Family Safety, click Add or remove user accounts .
    Figure 1: Add or remove user accounts
    Image of User Accounts and Family Safety section of Control Panel
    If prompted, enter the Administrator password or click Continue .
  3. Click Create a new account .
  4. Type the name for the new account, click an account type, and then click Create Account .
    The new account is created.
After you create the new user account, follow these steps to copy the files from the old account to the new one:
NOTE:You must have at least three user accounts on the computer to complete these steps, including the account you just created.
  1. Log on as a user other than the new user you just created or the user whose files you want to copy.
  2. Click Start , and then click Documents .
  3. Press Alt to open the menu bar, click Tools , and then click Folder Options .
    Figure 2: Tools menu
    Image of the Tools menu
  4. Click the View tab, select Show hidden files and folders , then remove the check next to Hide protected operating system files .
    Figure 3: View tab
    Image of the Folder Options window
  5. Click Yes in the Warning window that displays.
    Figure 4: Warning
    Image of the Warning window
  6. Click OK .
  7. Go to the C:\Users\Old_Username folder, where C is the drive with Windows installed, and "Old_Username" is the name of the user profile whose files you want to copy.
    Figure 5: Old user folder
    Image of Windows Explorer
  8. Select all of the files and folders in this folder, except the following files:
    • Ntuser.dat
    • Ntuser.dat.log
    • Ntuser.ini
  9. Press Alt to open the menu bar, click Edit , and then click Copy .
  10. Go to the C:\Users\New_Username folder, where C is the drive with Windows installed, and New_Username is the name of the new user profile you created.
  11. Press Alt to open the menu bar, click the Edit menu, and then click Paste .
  12. Log on as the new user and check for the files you copied over.
    If the files have transferred, continue with the next Step to delete the old profile.
    If the files have not transferred, repeat this Step to transfer the files.
    NOTE:If you have e-mail messages you want to save that are in an e-mail program, such as Windows Mail, import your e-mail messages and addresses to the new user profile before you delete the old profile.

Step 4: Completely remove the profile using the Microsoft Fix it Solution

Now that you have copied the files from the corrupted user account, you can completely remove that profile from the computer. To remove the user profile, click the Microsoft Fix it Solution:
NOTE:One or more of the links above will take you outside the Hewlett-Packard Web site. HP does not control and is not responsible for information outside the HP Web site.

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