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Fixing a Corrupted User Profile in Windows 8
This document pertains to HP computers with Windows 8.
When you attempt to log on to Windows, the computer displays the following error message:
The User Profile Service failed the logon and User profile cannot be loaded.
A User Profile represents a particular person's files and Windows customization based on their logon name and password. If a User Profile cannot be loaded, that person or people using the logon cannot access their files.
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 for 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: Create a new user account and copy files from the old account.
If the error still appears 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.
NOTE:
If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.
Follow these steps to create a new user account:
  1. Press Windows Key + Q to open the App search pane and then type cmd.
  2. Right-click cmd.exe from the list of results and then click Run as administrator.
    Figure : App search pane
  3. If a User Account Control message appears click Yes.
  4. At the command prompt, enter the following text:
    net user username password /add
    Figure : Command Prompt
  5. Enter your username and password when prompted.
    When complete, the text “The command completed successfully” is shown.
  6. Close the command window.
    The new account is created.
Step 3: Copying the files from old account to the new one in Windows 8
Follow these steps to copy the files from old account to the new one:
  1. Log on to a user account other than the account for the new user you just created or the user whose files you want to copy.
  2. Click Start
    , and then click Control Panel.
  3. Select Large icons view from the drop down menu and then click Folder Options.
    Figure : Control Panel in Large icons view
  4. Click View and remove the checkmarks from Hide extensions for known file types and Hide protected operating system files under Advanced settings.
    Figure : Advanced settings
  5. Go to the C:\Users\Old_account folder where C is the drive where Windows is installed, and "Old_account" is the name of the user profile whose files you want to copy.
    NOTE:
    The drive letter and/or file path can be different depending on the location of the Windows installation.
    Figure : Old account folder
  6. Select all of the files and folders in the Old account folder, except the following files:
    • Ntuser.dat
    • Ntuser.dat.log
    • Ntuser.ini
  7. Press Alt to open the menu bar, click Edit, and then click Copy.
  8. 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.
  9. Press Alt to open the menu bar, click the Edit menu, and then click Paste.
  10. Log on as the new user and find for the files you copied.
    • If the files have transferred, continue with the next step to delete the old account.
    • If the files have not transferred, repeat this step to transfer the files.
Step 4: Delete the old account in Windows 8
Follow these steps to delete the old account:
  1. Log on to Windows 8 as administrator.
  2. Click Start and then click Control Panel.
  3. Click User Accounts and Family Safety and then click Remove user accounts.
    Figure : User Accounts and Family Safety
  4. Click user account which needs to be deleted, click Delete the account and then click Delete Files.
  5. Click Delete Account in the Confirmation Deletion message that appears.