"This page failed to load" error when you run Windows Store apps in Windows 8.1 or Windows RT 8.1

This article describes an issue that occurs when you run Windows Store apps in Windows 8.1, Windows RT 8.1, or Windows Server 2012 R2. An update and a hotfix are available to resolve this issue. Before you install this hotfix, check out the Prerequisites section. Additional steps for configuration are required to enable this hotfix after the installation.

Symptoms

When a virtual private network (VPN) client is connected through forced tunneling mode on a computer, Windows Store apps cannot connect to the Internet, and you receive the following error message:

This page failed to load. There was a problem. Please try again.

Cause

This issue occurs because the VPN client sets the gateway to 0.0.0.0 and sets the subnet mask to 255.255.255.255 as the default values. In this scenario, Windows Store app traffic may be blocked by Windows Firewall.

Resolution

To resolve this issue, we have released an update that is available from Windows Update and a hotfix for Windows 8.1, Windows RT 8.1, or Windows Server 2012 R2.

Additional steps for configuration to enable this hotfix

After you install the hotfix, you have to define the network on domain controller to configure the new private out under the following conditions:

  • For non-proxy configurations, configure a Group Policy Object (GPO) that defines your intranet address space.

  • For proxy based configurations, configure the proxy addresses for the intranet and Internet.


For more information about how to configure the GPO and the proxy addresses, see the Isolating Windows Store Apps on Your Network.

Note After the GPO setting is configured, you can perform a gpupdate /force command on the client computer, and then you can see a registry entry is push to the client computer in the following registry subkey:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\NetworkIsolation

Hotfix information

Important Do not install a language pack after you install this hotfix. If you do, the language-specific changes in the hotfix will not be applied, and you will have to reinstall the hotfix. For more information, see Add language packs to Windows.

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix Download Available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website:

http://support.microsoft.com/contactus/?ws=supportNote The "Hotfix Download Available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must have update 2919355 installed in Windows 8.1 or Windows Server 2012 R2.

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You may have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.

Windows 8.1 and Windows Server 2012 R2 file information and notes

Important Windows 8.1 hotfixes and Windows Server 2012 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 8.1/Windows Server 2012 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.

  • The files that apply to a specific product, milestone (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:

    Version

    Product

    Milestone

    Service branch

    6.3.960 0.16 xxx

    Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2

    RTM

    GDR

    6.3.960 0.17 xxx

    Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2

    RTM

    GDR

  • GDR service branches contain only those fixes that are widely released to address widespread, critical issues. LDR service branches contain hotfixes in addition to widely released fixes.

  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information" section. MUM, MANIFEST, and the associated security catalog (.cat) files, are very important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.

For all supported x86-based versions of Windows 8.1

File name

File version

File size

Date

Time

Platform

Firewallapi.dll

6.3.9600.17415

543,232

29-Oct-2014

00:58

x86

Icfupgd.dll

6.3.9600.17415

92,672

29-Oct-2014

00:43

x86

Mpsdrv.sys

6.3.9600.17415

54,272

29-Oct-2014

02:00

x86

Mpssvc.dll

6.3.9600.17720

665,088

04-Mar-2015

23:37

x86

Wfapigp.dll

6.3.9600.17415

20,480

29-Oct-2014

01:02

x86

For all supported x64-based versions of Windows 8.1 and of Windows Server 2012 R2

File name

File version

File size

Date

Time

Platform

Firewallapi.dll

6.3.9600.17415

754,176

29-Oct-2014

01:19

x64

Icfupgd.dll

6.3.9600.17415

110,080

29-Oct-2014

00:54

x64

Mpsdrv.sys

6.3.9600.17415

74,240

29-Oct-2014

02:45

x64

Mpssvc.dll

6.3.9600.17720

881,152

04-Mar-2015

23:41

x64

Wfapigp.dll

6.3.9600.17415

25,600

29-Oct-2014

01:25

x64

Firewallapi.dll

6.3.9600.17415

543,232

29-Oct-2014

00:58

x86

Wfapigp.dll

6.3.9600.17415

20,480

29-Oct-2014

01:02

x86


For all supported Windows RT 8.1

File name

File version

File size

Date

Time

Platform

Firewallapi.dll

6.3.9600.17719

477,696

04-Mar-2015

00:57

Not applicable

Icfupgd.dll

6.3.9600.16384

82,944

22-Aug-2013

01:52

Not applicable

Mpsdrv.sys

6.3.9600.17719

54,272

04-Mar-2015

01:43

Not applicable

Mpssvc.dll

6.3.9600.17720

598,016

04-Mar-2015

23:34

Not applicable

Wfapigp.dll

6.3.9600.16384

18,944

22-Aug-2013

02:16

Not applicable

Additional file information

Additional file information for Windows 8.1 and for Windows Server 2012 R2

Additional files for all supported x86-based versions of Windows 8.1

File property

Value

File name

X86_f4dbf391535eadae7c24a9f3e10e0bdc_31bf3856ad364e35_6.3.9600.17720_none_dd1060aa7db1c71d.manifest

File version

Not applicable

File size

691

Date (UTC)

05-Mar-2015

Time (UTC)

07:49

Platform

Not applicable

File name

X86_networking-mpssvc-svc_31bf3856ad364e35_6.3.9600.17720_none_2ef0cf2fe3495412.manifest

File version

Not applicable

File size

230,043

Date (UTC)

05-Mar-2015

Time (UTC)

07:53

Platform

Not applicable

Additional files for all supported x64-based versions of Windows 8.1 and of Windows Server 2012 R2

File property

Value

File name

Amd64_91b47e636c20d845f7537ae44028cdcb_31bf3856ad364e35_6.3.9600.17720_none_06afa46344069255.manifest

File version

Not applicable

File size

695

Date (UTC)

05-Mar-2015

Time (UTC)

07:49

Platform

Not applicable

File name

Amd64_b90bc29fb9b9d5622240251b5377bf65_31bf3856ad364e35_6.3.9600.17720_none_11d769d74e44c281.manifest

File version

Not applicable

File size

695

Date (UTC)

05-Mar-2015

Time (UTC)

07:49

Platform

Not applicable

File name

Amd64_networking-mpssvc-svc_31bf3856ad364e35_6.3.9600.17720_none_8b0f6ab39ba6c548.manifest

File version

Not applicable

File size

230,047

Date (UTC)

05-Mar-2015

Time (UTC)

07:56

Platform

Not applicable

File name

Wow64_networking-mpssvc-svc_31bf3856ad364e35_6.3.9600.17720_none_95641505d0078743.manifest

File version

Not applicable

File size

71,189

Date (UTC)

05-Mar-2015

Time (UTC)

07:56

Platform

Not applicable

Additional files for all supported Windows RT 8.1

File property

Value

File name

Arm_b8d7dbfa3eeee1b7758ce6ec8cf74034_31bf3856ad364e35_6.3.9600.17720_none_cd70b13c896b27c8.manifest

File version

Not applicable

File size

691

Date (UTC)

05-Mar-2015

Time (UTC)

07:49

Platform

Not applicable

File name

Arm_networking-mpssvc-svc_31bf3856ad364e35_6.3.9600.17720_none_2ef34187e34672d8.manifest

File version

Not applicable

File size

229,679

Date (UTC)

05-Mar-2015

Time (UTC)

07:49

Platform

Not applicable



Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

References

See the terminology that Microsoft uses to describe software updates.

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