cant log in

Kai Henderson 0 Reputation points
2026-09-04T22:55:17.44+00:00

saying i don't have internet access even though I am connected to Wi-Fi for all of the Microsoft services on my desktop.

Windows for home | Windows 11 | Internet and connectivity

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  1. Norah-L 10,490 Reputation points Microsoft External Staff Moderator
    2026-09-07T13:39:27.1766667+00:00

    Hello Kai Henderson,

    From your description, Windows has an Internet connection, but Microsoft apps are unable to detect or use it correctly. This can happen when the Windows network configuration, DNS cache, or Microsoft sign-in services are not responding properly.

    Please try the options below and check whether the issue continues:

    1. Open Get Help, search for sign in to Microsoft Office, and run the Microsoft 365 sign-in troubleshooter.
    2. Search for Command Prompt, select Run as administrator, and run these commands one at a time:
    netsh winsock reset
netsh int ip reset
ipconfig /release
ipconfig /flushdns
ipconfig /renew

    Restart the computer afterward.

    1. Press Windows + R, enter services.msc and make sure Network List Service, Network Location Awareness, and Microsoft Account Sign-in Assistant are running.
    2. If the issue continues, try repairing Microsoft 365.

    Open Settings > Apps > Installed apps, find Microsoft 365, select the three dots ... > Modify, then choose Online Repair > Repair. This repairs the entire Office suite, and you may need to sign in again afterward.

    If Microsoft services still show no internet access, create a temporary Windows user profile and test there. If everything works in the new profile, the issue is likely limited to settings or sign-in data in the original profile.

    Please let me know how it goes after trying these steps, and I'll be glad to continue looking into it with you.

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  2. AI answer

    2026-09-04T22:55:31.1633333+00:00

    Try these checks in order:

    1. Verify Windows sees the connection.
      • Open Start > Settings > Network & Internet.
      • Confirm Wi‑Fi is On and Airplane mode is Off.
      • If the PC is on Wi‑Fi but Microsoft sign-in still says there is no internet, select Network on the lock screen and confirm the device is connected.
    2. Test whether the issue is only with Microsoft sign-in.
      • If possible, check whether general internet access works on the PC.
      • If the Wi‑Fi signal is weak, connect directly to the router or modem with an Ethernet cable.
      • If using Ethernet, unplug and reinsert the cable so it clicks fully into place.
      • Check the same network on another device to confirm the network itself is working.
    3. Try signing in another way.
      • On the sign-in screen, use a password instead of PIN or biometric sign-in if available.
      • Safe Mode sign-in only supports a password; PIN and biometric options are unavailable there.
    4. Start in Safe Mode with Networking if sign-in still fails.
      • On the sign-in screen, hold Shift and select Power > Restart.
      • Go to Troubleshoot > Advanced options > Startup Settings > Restart.
      • After restart, select 5 or press F5 for Safe Mode with Networking.
      • If sign-in works there, the problem is less likely to be caused by basic device drivers or default settings.
    5. If Microsoft 365 apps such as Outlook are affected mainly on a wired connection:
      • Update the network card drivers through Windows Update or the network card manufacturer’s support/download page.
      • If that does not help, open Control Panel > View network connections.
      • Right-click the network adapter, select Properties > Configure > Advanced.
      • Select IPv4 Checksum Offload and set it to Disable, then select OK.
      • This can be a temporary workaround.
    6. If OneDrive or Microsoft 365 apps still cannot sign in:
      • Confirm the correct account password by signing in to the Microsoft account dashboard.
      • Make sure the latest version of OneDrive is installed.
      • Firewall, VPN, or internet provider configuration can also block sign-in.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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