Problem with Find my PC and location in general on my HP Desktop not known or found

Question

Problem with Find my PC and location in general on my HP Desktop not known or found

Jason Perrotti 0

Good morning. I am running Windows 11 Home. I chatted with Microsoft this morning then had to leave to take a meeting. I was chatting with another representative who was giving me steps and then stopped responding. I tried to create a service request for chat and it kept failing and to try again. After a couple of times it said I reached my call limit for the day so obviously 'try again' as told counted against me.

Anyhow I tried to use Find my PC and it can't be found. There is no data in my Microsoft account for location. I have Find my PC, location and let apps access my location active on my computer. After many different steps now my Microsoft account under devices is grayed out and no longer showing my PC. I am logged into my PC under my Microsoft Account. According to maps my location is known. I have tried so many steps and cannot get my Microsoft account to show my address and my PC on my MS account says it is unknown.

I'm not sure which steps the representatives used to make the devices tab go gray but I just want to get my location settings correct. The PC is new but has been active for 3 weeks.

Any help would be appreciated very much. Thank you

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6 answers

Your answer

Answer 1

Horace Wiggins 530

Mine works fine on my Dell Windows 11 Pro 25H2.

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Do you have a Microsoft Account and is your computer connected/linked to the account?

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Answer 2

Jason Perrotti 0

I did just reach out to support. The representative remote accessed the computer. They went into geolocation settings and did something with cmd that showed the system wasn't syncing correctly, I believe.

The option they chose was to do a repair install/upgrade for Windows so it would be as current as possible and address the issue. Then if there was a further issue to reach out again.

The upgrade repair just finished and I went into my Microsoft account under devices. After almost an hour and a half with support it still is showing location unknown. I'm not sure where to go from here.

Carl-L 19,500 Reputation points Microsoft External Staff Moderator

2026-07-28T12:33:19.3266667+00:00

Hello Jason Perrotti,

If you can remember what the command is or have a log of what he have done, I might be able to know what is going on. Otherwise, you can try to contact them again and refer your case number.

Thank you for your understanding.
Jason Perrotti 0 Reputation points

2026-07-28T15:20:10.48+00:00

It is working for the moment. I chatted with them last night and had a horrible experience. The representative and I stayed on the chat for over an hour and he had no idea what to do. It was silent and then a supervisor supposedly came on the line and said that Find My Device did not work with desktops, only Surface devices. He asked if I had anything else I needed. I told him that was not true but he was adamant and ended the chat.

I started a new chat as I was very upset at this. I explained what happened with the case number and the newrepresentative contacted his supervisor and had him call me out of the blue. He said he read what I had happened and apologized profusely as he knows that is a feature of a desktop. He agreed that it sounded after the long chat the rep and his supervisor had no clue what was happening and just wanted to exit the call.

He was escalating it for me to his upper technical team and said I would be contacted back within 24-48 hours, so by tomorrow afternoon. Like I said it is working but after going back out the other day I do not know if it is resolved or will last.
Carl-L 19,500 Reputation points Microsoft External Staff Moderator

2026-07-29T13:00:02.69+00:00

Hello Jason Perrotti,

Thanks for letting me know.

I'll be here if you have any questions. So please keep me updated.
Jason Perrotti 0 Reputation points

2026-07-29T17:50:25.2+00:00

Carl,

Thank you for responding and your help in getting this solved.

I just wanted to let you know that it has been more than 48 hours and the promised escalation contact I was supposed to receive in 24-48 after my call Monday morning has not happened. After reaching out to Microsoft so many times and this not being done I do not have high hopes that this is a priority to anyone.

If I keep having an issue with the Microsoft account there will be no way to fix it if I cannot get MS to actually contact me when they say they will.

Jason

Answer 3

Jason Perrotti 0

Carl-L,

Nothing as of yet. The device locaton is still unknown.

I am going to reach out to support either tomorrow or Monday when I know I can be available for a couple of hours just in case.

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Answer 4

Jason Perrotti 0

Carl-L,

Nothing as of yet. The device locaton is still unknown.

I am going to reach out to support either tomorrow or Monday when I know I can be available for a couple of hours just in case.

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Answer 5

Carl-L 19,500 Microsoft External Staff Moderator

Hello Jason Perrotti,

Welcome to Microsoft Q&A forum.

It's quite hard to tell what happened if we don't know what exactly the agent has done. However, I do have a way to force a location register, this does work for me before, so you can try it. Please go to the Microsoft Store and get a free apps. It will trigger a 0$ transaction on your account and your computer location should be logged. It might takes a few days tor it to be fully updated on your account though.

If you want to contact the agent again, you can try to follow these steps:

Type Live chat in the search box.
Now click Get help, and Select Contact Support or Sign in to contact support below.
Go to the Products and services tab, and choose Other products
On the Category tab, choose Billing and Account Profile questions
Go to Confirm.
You can now choose the option of Chat with a support agent on your web browser.

I'm waiting for your reply.

Jason Perrotti 0 Reputation points

2026-07-24T10:41:18.5833333+00:00

Thank you for responding. I did somehow manage to get the windows back by running a few sfc/ scannow and additional tests. Not exactly sure how. But right now we are at the beginning again. Device showing location data isn't available. Any suggestions from here on out would be helpful. I can let everyone know if a step had been taken or not.

I did download a free app from the store like you suggested. Hopefully that works.

Microsoft sent me a link to resume the chat I had last going but they last wanted to remote access the computer. Sometimes I don't know if that makes it worse or not depending on the actual knowledge of the agent.
Carl-L 19,500 Reputation points Microsoft External Staff Moderator

2026-07-25T09:26:33.3+00:00

Hello Jason Perrotti,

Thanks for replying.

Let wait a while to see how it goes. Please let me know if there are any updates. I'd still say contacting back the support would be best, since forum moderators don't have access to backend data.