Troubleshoot: User Account Not Available on the Windows Login Screen

This article covers troubleshooting steps that address a user account not appearing on the Windows login screen. This issue can occur after enrolling the device with JumpCloud.

Symptoms

User account is not available on the login screen of a Windows 10 or 11 device after enrolling it with JumpCloud.

This error may appear in the JumpCloud Agent Log (jcagent.log) like the following example:

Error msg=um.userMod() failed error=Error adding user to USERS_SID, err='In github.com/TheJumpCloud/jumpcloud-agent/winusermgr.(*WinUserMgr).AddUserToGroup, line 96: DLL call OK, returned: raw= XXXXX, raw-NERR_BASE= XXXXXXXXX' username={the_users_username_here}"

See Locating JumpCloud Agent Log Files for information on log retrieval. 

Cause

This can occur when the Windows Local Username and the Windows Device’s Hostname are exactly the same. This affects the JumpCloud Agent’s ability to manage the local user accounts due to the naming conventions being exactly the same within Windows.

For example, a JumpCloud user Bob Smith has the local account name or username bobsmith, and the Windows device's hostname is also bobsmith..

Resolution

Change the Hostname of the device. You can do this via JumpCloud Commands or manually within the Windows Device itself.

To change the hostname from the Windows Device:

  1. Select Start  > Settings  > System  > About.
  2. Select Rename this PC.
  3. Enter a new name and select Next. You may be asked for Windows credentials.
  4. Select Restart now or Restart later.

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