Windows update says we couldn't connect it to the update service, Store apps also encountering error while download

Sumit 44,316 Volunteer Moderator

Hi,

While performing an update check in Windows update, I get a message as follows:

"We couldn't connect to the update service, make sure your PC is connected to the Internet and try again"

Also,

Downloading and updating Store apps issue also say

"We couldn't install, we would try shortly"

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

Answer accepted by question author

Sumit 44,316 Volunteer Moderator

There are multiple reports of Windows update not being able to connect to the Update server and other Microsoft services not being able to connect to the Internet. While this is being investigated, you can try changing the DNS and see if it resolves the issue for you.

To change the DNS, perform the following steps:

Press Windows key+R to open Run dialog box.
Type in ncpa.cpl and press Enter.
Right-click the device in the Network list through which you connect and choose Properties.
Select Internet Protocol version 4 and choose properties just below the Checkbox list.
Select the radio button "Use the following DNS servers" and add the following values in the boxes:

8.8.8.8

8.8.4.4 6. Press OK and Reboot your computer.

[Update 2/1/19]

The issue has started to correct for those who are affected. It is expected to be fully fixed in the next 24 hours or so.

[Added 2/5/19:]

You can try restarting the network router simply which should refresh the things if you do not want to change DNS in Windows.

0 comments

Answer accepted by question author

Anonymous

We are aware of a service-side issue where some customers are still unable to connect or download updates from the Windows Update service. We are actively investigating this issue. Thank you for your patience.

Paul...

0 comments

175 additional answers

Anonymous

2019-02-04T10:25:10+00:00

For background info my ISP is Plusnet which effectively is BT with their fibre Hub One (BT Hub5).

2 devices on Win 10 1803 and 1 on 1809.

I suspect if a DNS issue then perhaps an invalid set of entries that will take a finite time to ripple around all servers depending on TTL values.
Was this answer helpful?

0 comments No comments
Anonymous

2019-02-04T10:16:35+00:00
Hi Derek, when this problem first came to light I followed the instructions to change the DNS values and it worked. Here is how you do it:

To change the DNS, perform the following steps:
1. Press Windows key+R to open Run dialog box.
2. Type in ncpa.cpl and press Enter.
3. Right-click the device in the Network list through which you connect and choose Properties.
4. Select Internet Protocol version 4and choose properties just below the Checkbox list.
5. Select the radio button "Use the following DNS servers" and add the following values in the boxes:
8.8.8.8

8.8.4.4 6. Press OK and Reboot your computer.

I am on BT Internet and have now changed the DNS values back to the original settings, done a router reset and now everything is working fine. I think you will find that BT are correct in saying that it's a Microsoft issue. The problem was present on any ISP network, not just BT. Windows Update is certainly working fine now on my BT router. To do a router reset is easy, just find the button on the router marked as 'Restart', press it and wait for the router to reboot. (I'm assuming that you are using a BT Hub router as I am.) I would be inclined to try doing the router reset before changing the DNS values and see if it resolves the issue.

Before I replied to you I tried the Windows Update and it is still working fine!
Was this answer helpful?

0 comments No comments
Anonymous

2019-02-04T10:08:27+00:00

So far, no sign of any general Microsoft fix reaching my devices. I thought Microsoft were supposed to apply a fix a couple of days ago according to some postings here. As I said in an earlier posting, I will wait a week before I take action but anyone buying a new computer or resetting their device will have issues needing urgent attention.

Take note please Microsoft engineers!

A question crossed my mind following the post from ericszpyrka that the problem may now be localised to specific internet providers. BT seems to be mentioned a lot in this forum. I am in the UK, both my devices are W10 V1809, BT is my internet provider via a HUB 6 router. Is this problem limited or is it more general either within the UK or wider?
Was this answer helpful?

0 comments No comments