Forum Discussion
Problem with Find my PC, location not known or found and grayed out devices on my HP Desktop
Good morning. I am running Windows 11 Home. I chatted with Microsoft this morning then had to leave to take a meeting. I was chatting with another representative who was giving me steps and then stopped responding. I tried to create a service request for chat and it kept failing and to try again. After a couple of times it said I reached my call limit for the day so obviously 'try again' as told counted against me.
Anyhow I tried to use Find my PC and it can't be found. There is no data in my Microsoft account for location. I have Find my PC, location and let apps access my location active on my computer. After many different steps now my Microsoft account under devices is grayed out and no longer showing my PC. I am logged into my PC under my Microsoft Account. According to maps my location is known. I have tried so many steps and cannot get my Microsoft account to show my address and my PC on my MS account says it is unknown.
I'm not sure which steps the representatives used to make the devices tab go gray but I just want to get my location settings correct. The PC is new but has been active for 3 weeks.
Any help would be appreciated very much. Thank you
5 Replies
Find my device will not report a location unless the PC is signed in with a Microsoft account that has administrator access, location services are enabled, and Find my device was turned on before the PC became unavailable. Confirm Settings, Privacy and security, Location is enabled for the device, then confirm Find my device is on. Verify that Windows shows the same Microsoft account used on Devices page and that the PC can reach the internet. Restart, sign out and back in, then check the device page again. A grayed-out entry can represent an old registration rather than the active installation. Do not remove the device from the account until you have saved any BitLocker recovery key associated with it. If the active device still cannot update after these checks, Microsoft support may need to examine the account-side registration; location cannot be reconstructed for periods when it was disabled.
I did just reach out to support. The representative remote accessed the computer. They went into geolocation settings and did something with cmd that showed the system wasn't syncing correctly, I believe.
The option they chose was to do a repair install/upgrade for Windows so it would be as current as possible and address the issue. Then if there was a further issue to reach out again.
The upgrade repair just finished and I went into my Microsoft account under devices. After almost an hour and a half with support it still is showing location unknown. I'm not sure where to go from here.
Thank you and I will try and match up with what you stated.
I am signed in with administrator MS account, Location services and find my device have been turned on since day 1. PC is connected to the internet as I type and MS account is the same on devices page. Grayed items are now visible but location is still unknown. I have not tried to remove the device as I wasn't sure how hard it would be to re-pair the PC. I have the link to MS support from my previous chat and might have to use it now. Most importantly I have always had all this accessible and never blocked.
There's also a possibility that a step taken by the support agent inadvertently caused the device list to gray out, as it's "quite hard to tell what happened if we don't know what exactly the agent has done".
Thank you for responding. I did somehow manage to get the windows back by running a few sfc/ scannow and additional tests. Not exactly sure how. But right now we are at the beginning again. Device showing location data isn't available. Any suggestions from here on out would be helpful. I can let everyone know if a step had been taken or not. Microsoft sent me a link to resume the chat I had last going but they wanted to remote access the computer. Sometimes I don't know if that makes it worse or not depending on the actual knowledge of the agent. Thoughts please?
