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

Sumit 44,316 Reputation points Volunteer Moderator
2019-01-31T15:06:11+00:00

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"

Windows for home | Windows 10 | Windows update

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.

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Sumit 44,316 Reputation points Volunteer Moderator
2019-01-31T15:13:29+00:00

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:

  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 4 and 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.

[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.

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Anonymous
2019-02-04T21:46:16+00:00

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...

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  1. 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?

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  2. Anonymous
    2019-02-04T10:02:59+00:00

    Well i have more news.

    This problem seems to me like it is infact bt

    I have reset the hub again this morning and tried but no luck again

    i have turned on wifi hotspot on my phone and the service for the phone is provided by vodafone.

    I connected the laptop to the hotspot and check for updates.

    The update for windows defender definitions which has been stuck on 0% for the last 6 days now has just installed within 30 seconds whilst connected to my mobile phone hotspot, i then restarted the the laptop and whilst still connected checked for updates again and it says its now up to date. Also the store downloads work.

    My sister in law is on virgin media broadband and as i dont see anybody reporting the same issue with virgin media on here i am going to take my computer round to her house later today and see if it updates and activates at her house.

    Ill report back later with my findings.

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  3. Anonymous
    2019-02-04T09:56:56+00:00

    Derek, it appears that for some people the DNS worked, though not for me. The solution which works for me is to temporarily switch off the BT antivirus, and then connect to the internet via my mobile hotspot!

    It took two goes, but it worked. As you say neither Macafee nor BT want to know which is a pity

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