AT&T HTC 8X devices with Windows Phone 8.0 can’t use features that need a Microsoft Account

Symptoms
Starting on October 20, 2015, AT&T HTC 8X devices running Windows Phone 8.0 will not be able to authenticate to the Microsoft Account service due to a problem updating an SSL certificate.   

When using an app or feature that requires Microsoft account authentication, you may see some of the following errors such as:

  • "We can't connect right now. Please wait a few moments and try again."
  • "Can't connect. We're having a problem signing in. Make sure you have good reception. If you do, the problem may be on the other end. Wait a little while and try again."
  • The Windows Store will present the following message when attempting to download, purchase, or update apps:  "Microsoft account service is unavailable at the moment try again later"

Resolution
Back up your files to a PC and use the Windows Device Recovery Tool (WDRT) to re-flash the device.

  1. Transfer any files (such as photos, videos, and downloaded music) you would like to keep to an alternate location.  To do this, connect the device to a PC and use File Explorer to manually move the files from the phone to the PC.   Instructions for using File Explorer to transfer files can be found here: http://www.windowsphone.com/en-US/How-to/wp8/apps/sync-documents-using-my-computer
  2. Use the WDRT to re-flash your device with a replacement ROM image.  You can find instructions and the download location for the Windows Device Recovery Tool here.
  3. When the recovery tool is completed, your device will be re-flashed to the original factory state with an updated OS image.  You’ll then go through the setup process.
  4. If your device was set to back up to the cloud, you can sign in with the same Microsoft account you originally used, and you will see a “Restore” option during setup.  This will restore many files and settings and help you download your previously acquired applications.
  5. Once setup is complete, you can transfer any files you copied to your PC back to the device.   To do this, connect the device to a PC and use File Explorer to manually move the files from the PC to the phone.   Instructions for using File Explorer to transfer files can be found here: http://www.windowsphone.com/en-US/How-to/wp8/apps/sync-documents-using-my-computer

More information
Windows Device Recovery Tool Support

If you are having issues downloading, installing or running the Windows Device Recovery tool, contact Microsoft Mobile support using the following path:

  1. Go to: http://www.microsoft.com/en-us/mobile/support/contact/
  2. Scroll down the page to Contact Us and select Live chat.
  3. When you are connected to the agent, let them know you have an AT&T HTC 8X that you are trying to flash, and what issue you are having with the tool.

Vlastnosti

ID článku: 3106218 - Poslední kontrola: 10/19/2015 22:35:00 - Revize: 1.0

  • KB3106218
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