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Can't connect to Microsoft Account service on Lumia 930 and Lumia 520

Anonymous
2017-02-06T22:46:06+00:00

I reset my Lumia 930 from Windows 10 Mobile to Windows Phone 8 using the Windows Device Recovery Tool and now can't sign in to my Microsoft Account, so effectively my phone is a "brick".

I have also reset an old Lumia 520 and have exactly the same issue. This has always had Windows Phone 8/8.1 on it - I just did a hard reset (Settings > about > reset your phone) to clear the phone and put my user account in.

I have tried both phones multiple times in the last two days, so I suspect this is an issue on the Microsoft server side.  I've checked the date/time on the phone and other suggested fixes, but with no resolution.

The issue arises in the following situations:

  • After resetting the phone when it asks you to sign in to your Microsoft account as part of the setup after reboot (you need to click "cancel" or "set up later" to continue setup)
  • When attempting to add a Microsoft account to the email+accounts settings
  • When attempting to install an app in the Windows Store

Note that the phone doesn't even ask you for a user name and password - it simply can't connect to the service in the first place, eg:

  • Go to Settings > email+accounts
  • Select "add an account"
  • Choose "Microsoft account"
  • Click the "sign in" button in the "Keep our life in sync" screen
  • "waiting dots" appear on screen while service tries to connect
  • After a few seconds the following error message is displayed:

"Can't connect

We can't connect at the moment.  Wait for a little while and try again"

Hopefully it's just a matter of Microsoft rebooting the service at their end when they return from their Super Bowl celebrations.

It would be more problematic if they've changed the service sign-on protocol which requires and update to the phone, as I now how no way of upgrading my phone back to Windows 10 without the ability to sign-in and download apps etc.

Based on the number of other people reporting this issue, I hope it's the former.

Windows for home | Other | Devices and drivers

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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  1. Anonymous
    2017-02-07T02:47:08+00:00

    Now working!

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  2. Anonymous
    2017-02-07T02:56:15+00:00

    Yes, up and running now! Thanks!

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  3. Anonymous
    2017-02-06T23:01:49+00:00

    I'm having exactly the same problem. I'm really annoyed because I thought I'd done something to my phone and just restored back to the factory settings, losing all my photos, contacts and apps! I'd like to know what they are going to do about it. I'm definitely changing my phone to a more reliable one. This is downright shoddy service and they haven't even had the decency to make a statement about it to allay customer's concerns. Poor service Microsoft. Never again!!! Shove your phones where the sun doesn't shine!!!

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  4. Anonymous
    2017-02-07T01:57:58+00:00

    My NOKIA Lumia 1020 has the same symptoms today after a hard reset. "Can't Connect". I need to connect so that I can locate my backups in order to restore the phone properly. "Note that the phone doesn't even ask you for a user name and password." Same.

    Waiting for these authentication servers to be turned on again.

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  5. Anonymous
    2017-02-07T01:11:48+00:00

    Sounds like Microsoft is working on it.

    My guess it that it's linked to the new Outlook.com rollout, which was 99.9% complete last week:

    http://www.zdnet.com/article/microsoft-migration-to-the-new-outlook-com-is-99-9-percent-done/

    I bet they turned off the old Outlook.com service at the weekend, which was used as the sign-in for Windows phones. 

    After all, no one at Microsoft uses Windows phones anymore, so it wouldn't have been picked up in testing!

    Could be a bit of a scramble to turn it back on again, if this is the case.

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