Windows 10: Puzzling widespread problem - no wifi, broken Microsoft Store, extremely long reboots

Hi all,


I posted about this a while back and wasn't able to get it resolved, but now the issue has grown and spread to new areas, so I wanted to post an updated version of the issue in case anyone can help.


Our organization is having a strange issue that is driving me crazy as our IT Manager. Our salesforce all have Surface Pros (a mix of 5 and 6 models), and I've gotten a few calls in the past week that the network connection drops for a user, then when they go to reconnect, they click on the networks icon in the taskbar and the only thing it shows is the Airplane Mode icon, which is turned off. The user can't connect to their mobile hotspot, no other networks, nothing. They are connected to ethernet through a dock but even that connection stops working. Disconnecting from the dock doesn't help. From that point forward the user can’t connect to any networks. Not at home, no public wifi, etc.

Running the network troubleshooter returns the message "the default gateway is not available" but then most of the time it repairs and works perfectly, for roughly a minute, then does the same thing again.

Rebooting on the affected devices takes an extremely long time, upwards of 25 minutes, and many times the Windows logo and loading circle simply disappear and a hard shutdown/reboot is necessary. Sometimes this process loops several times.

Additionally, once I'm able to get some kind of internet access through a variety of very frustrating trial and error methods, I go to update apps from the Microsoft Store (our primary line of business app is from the app store), the store freezes, and all of a sudden all of the Microsoft Store app tiles grey out, and none of those apps will work including the store itself.

Things I've tried:

• 
  Made sure the device isn't actually in airplane mode
  
  
• 
  Updated the Dock using the Surface Dock Updater tool
  
  
• 
  Checked for updates to the network adapter
  
  
• 
  Installed the Surface Pro Drivers from Microsoft
  
  
• 
  Removed network adapter specifically and rebooted to allow reinstall
  
  
• 
  Made sure it wasn't just happening at one location, thereby eliminating router/switch issues
  
  
• 
  Made sure the appropriate wlan services were running (they weren't in one case which was strange)
  
  
• 
  Continued to run network troubleshooter as well as every troubleshooter under the sun I could find
  
  
• 
  Reset the PC (which helped in one case, but not in another identical case)
  
  
• 
  Replaced the computer entirely (which helped for one day, then the issue came back)
  
  
• 
  Made sure all windows updates were applied (all updates are done remotely via Intune so the whole organization is running 1903)
  
  
• 
  Cleared Microsoft Store cache (wsreset.exe)
  
  
• 
  Pretty much everything here: https://www.maketecheasier.com/windows-store-not-working-fix/
  
  • Pretty much everything here: https://support.microsoft.com/en-us/help/10741/windows-fix-network-connection-issues
• Power cycled all the network hardware in two physical store locations just to be safe
  
• 
  Just about everything I could find from this thread since it sounded a tiny bit similar:Windows 10 Won't Show Available Wi-Fi Networks
  
  
• 
  Reached out to Microsoft directly, and they basically told me to do everything I've already done over the span of about 3 hours of phone calls
  

I actually can't believe with the amount of people I've had experience this in the past month (it's been about 20 people) that there's basically nothing I can find with anyone experiencing the same issue. Anyone who could offer any sort of advice on paths to pursue would be incredible.

:)

 

Microsoft Classic Jigsaw Puzzles - How to re-look at solved puzzles

Thank you for writing to Microsoft Community Forums.

You can try the step below to check the last solved puzzle.

Method: Check last played game.

1. Open Jigsaw Puzzle.
   
2. Search for My account and you will see images below
   My account, click on the image and all your last solved puzzle will be there.
   

If you have any further question related to the game, I suggest you please check

Microsoft Casual Games Community.

Regards,

Amit Sunar

Microsoft Community – Moderator

 

Puzzles

Hi,

Thank you for your response.

In this case we would suggest you to follow the steps mentioned below to clear & reset Windows Store Cache.

1. Type wsreset in the search bar.
   
2. Right click on wsreset Run command and Select
   Run as administrator.
   
3. Now Windows store will open, you can now search for the puzzle app and try installing updates if it has any.
   

Hope it helps.

Let us know if you got the help you needed by clicking Yes or No.

Manjunath H

Microsoft Community – Moderator

 

Microsoft Puzzles

Hi EILASCHMIDT,

Any in-game concerns like missing contents and puzzles are being handled by our Microsoft Casual Game Support. To get better assistance with this concern, I recommend that you get in touch with our Microsoft Casual Game Support. To do
this, you may refer to the link below:

Microsoft Casual Game Support

For additional troubleshooting steps, you may perform the steps below:



Step 1: Run the troubleshooter for Windows apps using the link below. This can help remove problems with an app from Microsoft Store.

Click here

Step 2: Check for updates for apps and games from Windows Store. Kindly click the link below to proceed:

Check for updates for apps and games from Windows Store

Step 3: Delete Temporary files. This will help delete temporary files that have been stored on your computer.

1. Click Start and click Settings.
2. Select System.
3. Select Storage.
4. Select This PC.
5. Click Temporary files.
6. Choose Temporary files.
7. Click Remove files.

Step 4: Reset the game from the Settings menu.

1. Click Start and click Settings.
2. Select System.
3. Select Apps and features.
4. Find the game and click Advanced options.
5. Click Reset. You need to restart your computer to let the changes take effect.

Should you need further assistance, feel free to post anytime.