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cannot access support.microsoft.com RRS feed

  • Question

  • Dear community,

    we are running internet explorer 11 on our workstations (windows 7 and 8.1). When we try to access the website http://support.microsoft.com we cannot access the site as it get stuck on the page http://login.live.com. This makes it impossible for me to access any resources such as KB articles etc. The message that we get on the login.live.com page is: "Something went wrong and we can't sign you in right now. Please try again later."

    However if I try to access this page using a different browser such as firefox I do not experience this problem. Furthermore if I first login to login.live.com or outlook.com etc and then try to access to page support.microsoft.com I am able to access it without a problem.

    Can you please help me determine the cause of this problem as we are experiencing this problem on all our server, terminal server and workstations in our network which makes me believe that there is either a problem with the site or we may be perhaps infected with a virus etc (although all scans came back clean).

     Any assistance will be highly appreciated.

    (Note I Have tried deleted all cookies, browsing history, cached credentials etc without success)

    Regards,

    Screech


    Thursday, February 5, 2015 1:47 AM

Answers

  • Dear all,

    Problem has been resolved by itself after a couple of days. We have also opened a case with Microsoft Tech support (before the problem was resolved) and although they were able to reproduce the problem they were not able to determine the exact cause. Their answer is that since the problem disappeared it most probably had something to do with an update on the server site but since the problem disappeared their was no need to do more research etc etc.

    Regards,

    Screech 

    Wednesday, February 18, 2015 3:33 AM
  • I was having this same issue with any computer joined to our Active Directory Domain but WORKGROUP computers were fine.  It took us a while to notice that the network time server our Primary Domain Controller uses is down resulting with the PDC being 2 minutes ahead.  The WORKGROUP computers were syncing to internet based servers so they were correct.  Manually setting the time on a AD joined client would restore http://support.microsoft.com access.  I'm not certain what is the exact problem but seeing that time is a factor I'm sure that it is Kerberos related.

    I had to correct the time on our PDC and we are now trying to find out what happened to the Time Server we were using.

    Hope this helps...


    • Proposed as answer by gderrick Wednesday, February 18, 2015 5:33 PM
    • Edited by gderrick Wednesday, February 18, 2015 5:35 PM
    • Marked as answer by Karen HuModerator Tuesday, February 24, 2015 9:32 AM
    Wednesday, February 18, 2015 5:33 PM

All replies

  • Hi,

    there has been some chatter about this... I think the affected sites are looking into it.

    If you use

    https://support.microsoft.com/?wa=wsignin1.0

    do you navigate the live credential verification and display the page (without having first logged in at another live verified domain)?

    Regards.


    Rob^_^

    Thursday, February 5, 2015 2:09 AM
  • Rob,


    Using the link  https://support.microsoft.com/?wa=wsignin1.0 gives me the same problem: I cannot access the page support.microsoft.com and I get the same  message.

    Regards,

    Screech

    Thursday, February 5, 2015 2:48 AM
  • cannot access the page support.microsoft.com and I get the same  message.

    They are also messing around with  support2.microsoft.com  as a clone site.  I don't know what the currency of it will be but in some cases with support.microsoft.com I was just getting a Feedback section while with support2.microsoft.com I was getting a more complete article (of unknown currency).  Also, I am often able to get a Canadian version of page which would normally be available as EN-US by overriding with &LC=EN-CA (or some such similar syntax).

    Here is an example of an override using both factors

    https://support2.microsoft.com/kb/3008923/en-ca

    This is bizarre.  I opened that, then changed it back to its more conventional typing and for some reason a survey which I was waiting for on this tab just fired?  Fortunately I have not lost my typing but I did neglect to do a Ctrl-a, Ctrl-c before switching away from it.  Tsk Tsk.

    And now after an incredible delay the real page seems to be showing fully.   YMMV.

    Oh.  The Survey crashed!  <LOL/> It was there, open for me to reply to but now it has been "Recovered".  I wonder how often this has been happening?  It certainly could explain why I frequently see Surveys which never seem to fire.



    Robert Aldwinckle
    ---

    Thursday, February 5, 2015 3:23 PM
    Answerer
  • Hello Screech,

    Have your tried the suggestion as Robert Aldwinckle mentioned?

    Please try to reset Internet Explorer to exclude the function of add-ons.
    http://support.microsoft.com/kb/923737

    Best regards,
    Fangzhou CHEN


    Fangzhou CHEN
    TechNet Community Support

    Monday, February 9, 2015 1:52 AM
    Moderator
  • Dear all,

    Problem has been resolved by itself after a couple of days. We have also opened a case with Microsoft Tech support (before the problem was resolved) and although they were able to reproduce the problem they were not able to determine the exact cause. Their answer is that since the problem disappeared it most probably had something to do with an update on the server site but since the problem disappeared their was no need to do more research etc etc.

    Regards,

    Screech 

    Wednesday, February 18, 2015 3:33 AM
  • I was having this same issue with any computer joined to our Active Directory Domain but WORKGROUP computers were fine.  It took us a while to notice that the network time server our Primary Domain Controller uses is down resulting with the PDC being 2 minutes ahead.  The WORKGROUP computers were syncing to internet based servers so they were correct.  Manually setting the time on a AD joined client would restore http://support.microsoft.com access.  I'm not certain what is the exact problem but seeing that time is a factor I'm sure that it is Kerberos related.

    I had to correct the time on our PDC and we are now trying to find out what happened to the Time Server we were using.

    Hope this helps...


    • Proposed as answer by gderrick Wednesday, February 18, 2015 5:33 PM
    • Edited by gderrick Wednesday, February 18, 2015 5:35 PM
    • Marked as answer by Karen HuModerator Tuesday, February 24, 2015 9:32 AM
    Wednesday, February 18, 2015 5:33 PM
  • Fix:  Rather than deleting all your cookies, here is a simple fix that worked for me:

    Go to Control Panel and click Internet Options and in General tab click Settings under Browsing History. Then click on View Files and do a search for Microsoft (type Microsoft in the search box) and delete all the Microsoft cookies found (Ctrl+A then Del).
    Thursday, June 7, 2018 6:45 PM