Micorosoft Surface RT won't connect to microsoft account or updat

Anonymous
2017-10-03T18:48:50+00:00

Hi there,

I have tried to sign into my Microsoft Account to connect the Surface RT, but every time it ends up with a message : "Sorry, we couldn't connect to Microsoft services right now. If this problem persists, search for "network problems" on the Start screen"

I have checked the clock, which is one of the culprits as per the forums, but i don't see any problem with it.

I have reset the surface to see if that would reset something but same result.

I have Run the WSReset.exe to same result.

I do not know what to do, without the Microsoft login, I can not do anything through the Microsoft Store.

Cheers,

Mohammad

Surface | Other

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Anonymous
2017-10-04T08:10:15+00:00

Hi Mohammad,

We are aware that there are customers experiencing issues with Windows RT/8.1 devices connecting to their Microsoft accounts. Our engineers are currently working to resolve the issue as soon as possible.

In the meantime, please continue to use your local Windows login account for the time being. You may try to reattach your Microsoft account as a connected account at a later time.

We appreciate your understanding. Feel free to post back if you need further assistance.

Regards.

Mod Edit: Marking as answered to raise visibility.

(Update 10/11/17) A change was implemented on 10/10 that should resolve this issue.

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  1. Anonymous
    2017-09-18T16:17:26+00:00

    Same issue here, did a factory reset, during setup ms account login failed, made me setup as a local account. Tried to change to ms account later and same message.

    Went to MS store got the RT iso image, they tried to get it to work but no success. I did a clean setup wiping all partitions. Again during setup MS account failed same message. Tried installing an app from the store individually, (not recommended?) and it accepted my account info.

    But I still can't use onedrive, sync my settings or any of the account functionality, it is almost like they changed the setup account server info and now the rt can't communicate with it. I also signed into my account from a browser without issues.

    I'm guessing even if I load the apps individually they may not update, looking for info on that.

    Right now it is updating, I'm figuring hundreds over the years, at 40 during this batch, hoping that one of the updates will restore account functionality.

    Would be happy to try any fixes and post back if your contact needs a test machine.

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  2. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2017-09-18T09:15:58+00:00

    I've sent this in to an internal contact. No guarantee I will get a reply.

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  3. Anonymous
    2017-09-18T08:06:26+00:00

    Hi!

    Many thanks for the reply. The status of the sign-in assistant service was one of the possible solutions i had looked at before and I've confirmed that the service is both automatically starting and have successfully restarted it. I've done the 2 button reset also now and this hasn't solved the problem sadly.

    Incidentally, I have access to a friend's Surface (same age Surface 2 with Windows 8.1) and tried to create an account using my microsoft id and this has exactly the same error. It looks to me as though the answer to this doesn't lie on the device but maybe with Microsoft Services? I have also tried a second Microsoft ID and this fairs no better either.

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  4. Anonymous
    2017-09-18T02:18:33+00:00

    Hi,

    You may be getting the error because the Microsoft Account Sign-in Assistant service fails to run. Let's see if restarting the service will finally let you access the affected programs. Follow these steps:

    1. Press the Windows key + R.
    2. Type services.msc then press Enter.
    3. Locate the Microsoft Account Sign-in Assistant service. Check if the status of the service is Running.
    4. Right-click on the service and choose Restart.

    Afterwards, perform a two-button reset. Here are the steps:

    1. Turn off your Surface 2.
    2. Press and hold the volume-up button and the power button simultaneously for at least 15 seconds.
    3. Release both buttons and wait for about 10 seconds.
    4. Switch on your Surface 2 normally.

    Let us know the results.

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