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48 posts



#208308 6-Feb-2017 15:26
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Hi all,


I love my Lumia 920, it is still mint and does everything I need it to (admittedly I also have an iPad to run most apps).


Yesterday I decided to give it a firmware reset as I'm starting a new job and thought it was a good idea to give it a 'spring clean'. I backed it up, removed all my photos, and then did the reset.


It went fine, until I got the to the part in the "out of box experience" where it asked me to sign in with my Microsoft Account. No problem, I thought, but then I got a message of "Can't connect. We can't connect at the moment. Wait for a little while and try again." This message appeared even before the screen asking for my credentials. Both 4G and Wifi are active. The date/time are correct (though apparently that's really only relevant if a login fails after entering one's credentials). I've tried skipping this step and then trying to add a Microsoft Account later from Settings, but the same error happens. I've done the reset 4 times now, I've used the Windows Device Recovery Tool and dwngraded to a lower OS version, then also checked for updates and updated the phone again. Nothing has helped and I can't of course access the Microsoft Store to get apps either.


Model: Nokia Lumia 920


Firmware: 3051.50009.1451.1014


OS: 8.10.14234.375


ISP: Spark NZ




Does anyone have any ideas on what's broken or how to get help for this? Is there a way to contact Spark or Microsoft for this sort of thing? I know the 920 is out of warranty and they probably want me to upgrade my phone to a Windows 10 device, but this seems like a very basic issue that should work fine, especially since it was all working before the reset. It's almost like the phone's firmware is trying to talk to a setup server that no longer exists (or Microsoft renamed it and forgot to put an alias onto it for older devices...).


Heeeelp? Pretty pleeeease? tongue-out

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1788 posts

Uber Geek


  #1716171 6-Feb-2017 20:47
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Have you tried suggestions there?

48 posts



  #1716287 7-Feb-2017 02:05
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Yes thanks.

I've just discovered this article and links from it to the Microsoft community answers forum:

Looks like it is far bigger issue than just my phone, which does relieve me a little.

But I do kick myself: I've had my Lumia 920 for over 4 years, never any issues, then the first time I decide to reset it I do it on the one day that basically puts it into a coma. Merde.

Fingers crossed that Microsoft can fix the server soon.


8 posts

Wannabe Geek

  #1716599 7-Feb-2017 15:18
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Hi, does the phone setup the account? If it's setup then you could tap the account under email accounts, into settings, then try changing the server to:

48 posts



  #1716606 7-Feb-2017 15:30
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Hi all, thanks for the assists, it looks like the Microsoft servers are back up now and I can continue the setup - phew!




Looks like it was a fairly widespread issue, it got reported on Windows Central.

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