Why can’t I sign into Windows 8 with my Microsoft Account?

(updated 12/14/12)

We have identified a problem where some users can’t sign into Windows 8 with a Microsoft account.

Symptoms:

1.       You get an error that your password is incorrect when signing in on a PC running Windows 8.

2.       On a different PC, you can successfully sign in to sites such as account.live.com using the same email address and password.

There are two possible causes for this issue.

Keyboard Language Layout changed

PCs configured to support more than one language will display the current keyboard language layout in the lower-right portion of the sign-in screen, directly to the left of the power icon.  For example, EN is displayed for English.

·         If you see a language option, make sure you’re entering your password with the correct language characters.

·         If this doesn’t fix the problem or you don’t see a language indicator, continue reading.

Webroot Software

Webroot antivirus software prior to version 8.0.2.79 mistakenly removes core Windows 8 operating system registry entries required for Microsoft account sign in.  If you are running a version of Webroot prior to 8.0.2.79, you should update immediately.

For updated information from Webroot, please visit http://www5.nohold.net/Webroot/Loginr.aspx?login=1&app=vw&solutionid=1397

Here are several options to get back into Windows 8.  We recommend you try these in the order presented.

Options

If you are able to sign into your computer using a local account, do so and update your Webroot software to the latest version.   After rebooting, you should be able to sign in with your Microsoft account.

If you only sign into your computer with Microsoft accounts, and they all return the ‘password is incorrect’ error, you will need to reset or restore your computer to a point prior to Webroot being installed in order to sign in to update Webroot.

To Restore or Refresh your Computer

Locate the power menu on the Windows 8 sign-in screen.  While holding down the “Shift” key, select “Restart”.  This will put your PC into System Recovery. 

Important:  If you’re prompted for a password, enter the password that you used the last time you successfully signed in to your PC.

Option 1: System Restore.    This option will allow you to roll your PC back to a working restore point.  Any system changes made since that restore point will be lost.

1. From the System Recovery screen, select Advanced Options.
2. Select System Restore. Your PC will restart and prepare the System Restore experience.
3. Choose an account name to continue and enter the last good password used on the PC.
4. In the System Restore window, click Next and select the Show more restore points check box.
5. If one is shown, select a restore point at or before the Webroot installation and follow the prompts to complete the system restore.
6. When returned to the sign-in screen, if you still can’t sign in, perform the same steps and select an earlier restore point until you are able to sign in.
7. Once signed in, we recommend you uninstall Webroot until Webroot has shipped an update to address this problem.

If you do not have any system restore points, you will need to do a system Refresh.  This will restore all Windows 8 operating system files, and also backup your files and folders.  Any programs installed will need to be reinstalled.  This process requires you provide the original Windows 8 media that came with your computer, as well as any media you used to install other programs.

Option 2: System Refresh.  This option will restore key system files.  It will uninstall any third- party applications, but won’t affect personal settings and files.

1.       From the System Recovery screen, select Refresh. You’ll see a screen that explains what actions will occur.

Your PC will restart and a refresh will occur. When this is completed, there will be a file saved on your desktop with a list of programs that were uninstalled.  Don’t reinstall Webroot until an update to fix this problem is released, but feel free to reinstall any other programs on the list.

2.       Sign in with the same password you used to start the refresh process.  Once you’ve signed in, if you have changed your password online you’ll be prompted to enter that new password once Windows 8 fully loads.