Troubleshoot Windows device access

Applies to

  • Windows 10
  • Windows 11

This article describes how to resolve access issues for an enrolled Windows 10/11 device.

Check Wi-Fi connection

A connection to Wi-Fi is required to access work or school resources. Verify that you're connected to Wi-Fi and then try accessing the resources again.

Add work or school account in Settings app

If your account isn't appearing in the Settings app, go through the setup steps in the Settings app again.

  1. Open the Settings app.
  2. Select Accounts.
  3. Identify the version of Windows you're using and then:
    • Windows 10 (version 1607 and later) and Windows 11: Select Access work or school.
    • Windows 10, version 1511 and earlier: Select Work access.
  4. Check for your account. If it's not listed, select the Connect plus sign button to add it.
  5. Sign in with your work or school credentials.
  6. Follow the onscreen prompts to finish connecting.
  7. When complete, your account will be added as a connection. You'll have access to any resources your organization makes available.

Contact IT support for access problems

If you see your work or school account listed in the Settings app, then your device and account are already connected. Contact your IT support person for further help. They may have put restrictions or requirements in place that prevent you from accessing certain resources.

Error messages

We couldn't auto-discover a management endpoint matching the username entered. Please check your username and try again. If you know the URL to your management endpoint, please enter it.

Cause: Your account couldn't be verified alongside the provided URL (also referred to as the management endpoint).


  1. Re-enter your username and password.
  2. If it still doesn't work, contact your IT support person to get the correct URL (example:
  3. When prompted, enter the provided URL.

It looks like you're not connected. Make sure you're connected to the network.

Cause: Your device isn't connected to Wi-Fi and a connection is required to add a work or school account.


  1. From your device toolbar or settings, select the Network status globe icon.
  2. Select a Wi-Fi network > Connect.
  3. Try to connect your account again.

Your device is already being managed by an organization.

Cause: Your device has already been enrolled in Intune or another mobile device management (MDM) provider.


Contact your IT support person to find out how they want you to proceed.

Next steps

Still need help? Contact your IT support person. For contact information, check the Company Portal website.