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I can no longer access iCloud via the app or the web on my Windows 11 pc

Anonymous
2023-09-01T17:38:42+00:00

Hi

I am on Windows 11 and until last week could access iCloud via both the web and the app from my pc. All other websites work with no problem. I have tried all sorts of things to fix this. I have spoken to Apple, but as I can access my iCloud on my phone and work pc, the problem is not at their end - their suggestion was completely wipe and rebuild my pc, which obviously I don't want to do.

There have been a number of Windows updates recently, so wondered it that may be the issue.

I get the following error when I try to connect to iCloud - 'Connection Error - iCloud encountered an error while trying to connect to the server'. Sometimes I can get as far as the login screen, but as soon as I have put my id and password in, the same error appears.

To troubleshoot I have:

  • Tried different browsers
  • Tried private browsing
  • Cleared cookies and cache
  • Flushed the dns
  • pinged iCloud from the command prompt - and it pings the website with no problem
  • Uninstalled my security software completely
  • Set it up as a trusted site in windows and security software

In Windows Defender Firewall with Advanced Security:

  • Inbound rules has iTunes ticked - but iCloud isn't there
  • Outbound rules has iCloud ticked - but iTunes isn't there
  • Monitoring > Firewall - iTunes is ticked - iCloud isn't there

Could this be the issue? If so, how would I add the domain to the inbound rules or Firewall?

I do not have VPN running on my pc.

Can anyone help?

Thanks

Windows for home | Windows 11 | Internet and connectivity

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  1. Anonymous
    2023-09-12T02:00:37+00:00

    Hi TerezaMurphy

    I'm sorry I'm a bit late in replying, I've analysed and compiled your problem and in past threads some users have responded that the problem only occurs in Edge browser, do you get this problem in other browsers?

    Please open Control Panel - Network and Sharing Centre - Change Adapter Settings - double click on your current network - Properties - uncheck "Internet Protocol version 6 (TCP/IPv6)".See how the problem manifests itself

    Best Regards,

    LucyW-MSFT | Microsoft Community Support Specialist

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  1. Anonymous
    2023-09-18T01:28:47+00:00

    Hi TerezaMurphy

    It's good to know that unchecking IPv6 is a temporary and effective solution. The problem is essentially a network issue caused by server conflicts, and a number of users have experienced this issue.

    Based on our tests and feedback from other users, it seems that the problem cannot be fixed by modifying Windows defender.

    Would it still work to try it again today?

    Best regards

    LucyW-MSFT | Microsoft Community Support Specialist

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  2. Anonymous
    2023-09-05T01:28:33+00:00

    Hi TerezaMurphy

    I understand you got stuck on a network reinstall.

    3. Locate: C:\WINDOWS\system32\drivers\etc to find the hosts file to cut to the desktop(i.e., clear the operation of the host).

    Please cut the file to your desktop.

    1

    I look forward to you sharing these programmes with me once you have completed them, which will determine our next steps.

    Best Regards,

    LucyW-MSFT | Microsoft Community Support Specialist

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  3. Anonymous
    2023-09-04T19:44:16+00:00

    Hi Lucy

    Thank you for your detailed instructions., which I started to work through, but got a bit stuck! I got as far as:

    1. Locate: C:\WINDOWS\system32\drivers\etc to find the hosts file to cut to the desktop(i.e., clear the operation of the host).

    However, I found the following, but wasn't sure what I was supposed to do then:

    I opened each one but couldn't see a reference to 'desktop', so I don't think I have understood the commands correctly.

    Please can you confirm which file I should open and what I should be looking for, thanks.

    I didn't proceed at this point as wanted to follow each command correctly.

    I haven't tried to uninstall any Windows updates yet as thought I would work through the network solution first.

    However, one thing I did forget to mention in my initial troubleshooting was that I had created a new local user, but the problem did persist.

    Thanks for all your help.

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  4. Anonymous
    2023-09-02T03:25:45+00:00

    Dear TerezaMurphy

    Welcome to Microsoft Community.

    I understand that you are not able to sign in to iCloud in your browser and you are getting the error "Connection error - iCloud encountered an error trying to connect to the server". You can sign in to iCloud on your mobile phone as well as other computers.

    There could be many reasons for this issue, either corruption of system files during the update process or a poor network environment. As we are currently unsure of the root cause of the problem, we need to troubleshoot it step by step.

    • I noticed that you have tried many troubleshooting steps which helped us to troubleshoot the browser issue.
    • Based on the error reporting you have provided, we are inclined to believe that this is a network issue. So please try the following steps first to see how the problem behaves.
    1. Replace the network environment.
    2. Open: Control Panel-Network and Internet-Internet Options-Advanced-Restore Advanced Settings-Apply-OK, Connections-LAN Settings, make sure Auto Detectis ticked and Proxy Serveris unchecked, then click OK.
    3. Locate: C:\WINDOWS\system32\drivers\etc to find the hosts file to cut to the desktop(i.e., clear the operation of the host).
    4. In the taskbar search box, type "cmd", right-click on the command prompt, select Run as administrator, the command prompt window to execute the following command: netsh winsock resetEnter, and then restart the computer. If the problem persists after doing the above steps, then we can rule out network issues.
    • Please check in Settings - Windows Update - Update History to see if your recently installed updates can be uninstalled. If it can be downloaded, try uninstalling the update.
    • View the problem manifestation in a new local user. Creating a new local account can help you troubleshoot problems caused by user profiles.Create a local user or administrator account in Windows - Microsoft Support。
    • Try to repair the system
    1. Search for CMD, find Command Prompt, select Run in administrator mode.
    2. Enter the following commands one by one, be sure to execute the next command after the previous one is completed 
      DISM /Online /Cleanup-Image /ScanHealth <br><br><br><br> DISM /Online /Cleanup-Image /CheckHealth <br><br><br><br> DISM /Online /Cleanup-Image /RestoreHealth <br><br><br><br> SFC /Scannow

    Please share the information with me as this will determine our next steps.

    We look forward to your reply.

    Best Regards,

    LucyW-MSFT | Microsoft Community Support Specialist

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