[KNOWN ISSUE] Authentication/Insert Disc/Logbook Lost/Unable to sync with cloud etc

Official Microsoft Flight Simulator Tips & Troubleshooting
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We are aware of the issues with:

  • You need to set up your settings every time you start the sim
  • Your logbook is showing 0 hours
  • Your achievements have been reset to 0%
  • You receive message “Please insert the Microsoft Flight Simulator Game disc”
  • You receive message “Your Game License cannot be authenticated”
  • You receive message “Cannot sync with Cloud”
  • Any other account issues with authentication

This issue is caused by Gaming Services and Microsoft is currently investigating it.

In the meantime, you can try the following troubleshooting steps to resolve the issue.

CHECKLIST

Restart your PC

As basic as this is, a simple restart can set many things right.

Sync your settings

To sync your settings and purchases across all your devices, sign in with the account used to purchase the simulator or subscribe to Game Pass.

Sign in to the Xbox app & the Store with the same account

When you open the Xbox app on your device, sign in using the Microsoft account used to purchase the simulator or subscribe to Game Pass.

Sign in to both the Store and the Xbox app to ensure that your entitlements for the additional content can be validated.

Run the Gaming Services Repair tool

You can use this tool from within the Xbox app or try the downloadable version. For detailed instructions on how to run this tool, visit:

Reset the Store

  • On your keyboard, press the “Win Logo” + “R” keys
  • Type: WSReset.exe and press “Enter”
  • A black window will pop up. Wait until the pop up disappears and the Store comes up
  • Reboot your computer

Update the Xbox & Gaming Services apps

  1. Press the Start button on the taskbar, type store, and open the Microsoft Store app.
  2. Select Library.
  3. Under Updates & downloads, check for updates for the Xbox app or Gaming Services app. If an update is available, select Update.

Update Windows

  1. Press the Start button on the taskbar, type settings, and select Settings.
  2. On Windows 10, select Update & Security. On Windows 11, select Windows Update.
  3. On the Windows Update page, select Check for updates to see if any updates are available for your device.
  4. After the updates have downloaded, select Install now to start the installation.
  5. Following installation, we recommend restarting your device so that the latest updates can take effect.

Synchronize your Time and Region settings.

  1. Press the Start button on the taskbar, type settings, and select Settings.
  2. Select Date & Time and toggle the “Set time automatically setting" and “Set time zone automatically” to ON.
  3. Click on Synchronize your clock to synchronize your system’s clock with an Internet time server.
  4. Then click Region, and double-check that your country or region is correctly set up (for example if you live in Canada, make sure that the region didn’t switch to USA or vice-versa)

ADDITIONAL TROUBLESHOOTING STEPS

Remove and reinstall Gaming Services manually if the problem persists after restarting your connection to Xbox services.

  1. Press the Start button on the taskbar, type ‘powershell’, right-click on Windows PowerShell, and then select Run as administrator.
  2. In Windows PowerShell, type the following command and press Enter:
    3.get-appxpackage Microsoft.GamingServices | remove-AppxPackage -allusers*
  3. In the same window, type the following command and press Enter:
    5.start ms-windows-store://pdp/?productid=9MWPM2CQNLHN*
  4. Install the app on that page and select Yes when you receive the User Account Control (UAC) prompt.
  5. Restart your device.
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