X-Box asking me to sign in but not allowing me to

Good day!



We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)





Thank you for your understanding.


Respectfully,



Microsoft Moderator

I'm sorry. I've been busy and haven't had time - nor the desire - to follow the lengthy directions. I will attempt to follow your instructions before the week ends.

Hello AlbertaNovak,

Welcome to Xbox Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

We understand that you wanted to play games on your computer and is having account signing in issues. Let us check on this together so you will get back to gaming.

Based on your description, you have had issues with logging into any Microsoft games. There are times this issue happens, when the computer is not updated, the Xbox app and Gaming Services is not updated and the account on Microsoft Store, Xbox apps and the Microsoft published games did not match. Before you get started in trying to sign into the game, please launch a browser and test your credentials first. We will provide you this link which will show you your GamerTag and achievements for all the games associated the account that you will be using. That means, you will need to check if your progress with Microsoft Solitaire Collection is under your account.

To have a better understanding, we would like to further isolate your concern.

1. What are the games affected?
   
2. By the way, are all the games installed through Xbox or some of them from Microsoft Store?
   
3. May we ask for the Windows version and edition of your computer or laptop? Please type WINVER into the Windows search bar and hit Enter.
   
   
   
   
   
   
   

So far, from the details you describe, try the following steps below and let us know the result. You can just skip those you have done already.

1. Install PC updates including Optional Update. Guide - Update Windows
   
   • If you have issues with update, please check the troubleshooting steps available here - Troubleshoot problems updating Windows.
     
2. Please do the update of drivers, guide - update drivers in Windows.
   
3. Note: Please make sure you know your credentials before proceeding to the next steps. If in doubt, try to manually sign in here: Microsoft Account | Home.
   
   • Log out from Xbox app and Microsoft Store. Make sure there is no account remain logged into those apps.
     
   • Reset/Repair Microsoft Store and Xbox app. Guide - Repair apps and programs in Windows.
     
   • Clear the store cache by typing “wsreset” in the Windows search bar. Run this as admin and wait for the screen to close and open the store automatically.
     
   • Try reinstalling the Gaming Services package on your Windows 10 device:
     
     1. Right-click the Start button in the lower-left corner of the main screen, and then select Windows PowerShell (Admin).
        
     2. In the Administrator: Windows PowerShell screen, type the following command and press Enter:
        
        Get-AppxPackage *gamingservices* -allusers | remove-appxpackage -allusers
        
     3. Wait for the process to finish.
        
4. Restart and disable all antivirus, antimalware, VPN, proxy, firewall and PC Optimizer.
   
5. Sign into the Microsoft Store and please update all the Xbox apps by following this guide: Get updates for apps and games in Microsoft Store
   
   • Xbox Identity Provider - Microsoft Store Apps
     
   • Gaming Services - Microsoft Store Apps
     

Let us know the result and we will get back to you as soon as we can. We may recommend further troubleshooting steps once we have received your answers to the above questions.



Sincerely,



Xbox Forum Moderator

Microsoft Community

Hi AlbertaNovak,

Thank you and we greatly appreciate your reply.

We notice that the games you were having issues with are all games supported by Microsoft Casual games. We do have a support team for those games and especially for Microsoft Solitaire Collection. However, let us see how the troubleshooting went on your issue.

Everything in the description you highlighted is what will typically occur, but we notice this part:

[table][tr]

• Reset/Repair Microsoft Store and Xbox app. Guide - Repair apps and programs in Windows. Settings will not remain open.

[/tr][/table]
May we ask for a screenshot after you perform this?

Also, are we doing the repair and reset through PC settings, right?

Although Microsoft Solitaire Collection is free to be installed through Microsoft Store - Microsoft Solitaire Collection - Microsoft Store Apps, the game has premium version where you need to pay. However, it is surprising that you can only play the game with Xbox Game Pass. May we ask for a screenshot of the offer?

Kindly, launch Xbox app to ensure you are signed into the right account.

We look forward for your reply.

Regards,

To explain a little. I am 79 and not a fan of jumping through hoops but since you laid everything out so well, I went ahead and performed all the steps. You will see my notations below in bold.

We understand that you wanted to play games on your computer and is having account signing in issues. Let us check on this together so you will get back to gaming.

Based on your description, you have had issues with logging into any Microsoft games. There are times this issue happens, when the computer is not updated, the Xbox app and Gaming Services is not updated and the account on Microsoft Store, Xbox apps and the Microsoft published games did not match. Before you get started in trying to sign into the game, please launch a browser and test your credentials first. We will provide you this link which will show you your GamerTag and achievements for all the games associated the account that you will be using. That means, you will need to check if your progress with Microsoft Solitaire Collection is under your account.

To have a better understanding, we would like to further isolate your concern.

1. What are the games affected? Microsoft Solitaire Collection, Microsoft Mahjong, Microsoft Jigsaw
   
2. By the way, are all the games installed through Xbox or some of them from Microsoft Store? All of them are from the Microsoft Store
   
3. May we ask for the Windows version and edition of your computer or laptop? Please type WINVER into the Windows search bar and hit Enter.
   

<image> <image>Windows 10, Version 22H2 (OS Build 19045.2486)

So far, from the details you describe, try the following steps below and let us know the result. You can just skip those you have done already.

1. Install PC updates including Optional Update. Guide - Update Windows Yes
   
   • If you have issues with update, please check the troubleshooting steps available here - Troubleshoot problems updating Windows.
     
2. Please do the update of drivers, guide - update drivers in Windows. Messages read: Windows has determined that the best driver for this device is already installed.
   
3. Note: Please make sure you know your credentials before proceeding to the next steps. If in doubt, try to manually sign in here: Microsoft Account | Home.
   
   • Log out from Xbox app and Microsoft Store. Make sure there is no account remain logged into those apps.
     
   • Reset/Repair Microsoft Store and Xbox app. Guide - Repair apps and programs in Windows. Settings will not remain open.
     
   • Clear the store cache by typing “wsreset” in the Windows search bar. Run this as admin and wait for the screen to close and open the store automatically. Microsoft Store only opened. Nothing else happened.
     
   • Try reinstalling the Gaming Services package on your Windows 10 device:
     
   • Right-click the Start button in the lower-left corner of the main screen, and then select Windows PowerShell (Admin).
     
   • In the Administrator: Windows PowerShell screen, type the following command and press Enter:
     
   Get-AppxPackage *gamingservices* -allusers | remove-appxpackage -allusers
   
   1. Wait for the process to finish. I inserted text and it went immediately to PS C:\Windows\system32>
      
      1. Restart and disable all antivirus, antimalware, VPN, proxy, firewall and PC Optimizer.
         
   1. Sign into the Microsoft Store and please update all the Xbox apps by following this guide: Get updates for apps and games in Microsoft Store
      
      • Xbox Identity Provider - Microsoft Store Apps
        
      • Gaming Services - Microsoft Store Apps
        
        When I was having difficulty logging onto the games, I uninstalled Microsoft Solitaire Collection. At present, I have Microsoft Jigsaw and Microsoft Mahjong on my computer.
        
        I am unable to sign into X-Box whether I open the Jigsaw from the Microsoft Store or from my games. The same with Mahjong. I can bypass the X-Box login and play the game though.
        
        Let us know the result and we will get back to you as soon as we can. We may recommend further troubleshooting steps once we have received your answers to the above questions.
        
        Apparently, you can no longer play Microsoft Solitaire Collection without a $9.99 Game Pass, so I think I will pass on that game collection.
        
        Thank you for all your help.