Cannot setup Microsoft account during initial setup: Nokia Lumia 925

Troubleshoot or learn more about an error during initial setup or when trying to sign in to a Microsoft account: 'We’re sorry but we ran into a problem. If you want to call support, here’s a code that may help them figure out the problem: 0x80090010.'


To fix this issue:

  1. Verify that the customer can access their account on a computer.
  2. Power cycle the device.
  3. Verify that the device has reception by tapping the top edge of the screen and viewing signal bars.
  4. Attempt to sign in to the Microsoft account again.
    Note: If the issue is still happening, and this is first-time setup of your device, complete a master reset.  See: Reset: Nokia Lumia 925
  5. Verify that time and date is set to automatic update:
    1. From the home screen, swipe left to applications.
    2. Tap Settings.
    3. Tap Date + time.
    4. If necessary, tap the slider beside Set automatically to turn it on.
  6. If the issue continues, toggle Airplane mode On and then Off.  See: Connections & network: Nokia Lumia 925
  7. Attempt to sign in to the Microsoft account again.
  8. If the sign in fails, complete a master reset on your device.  See: Reset: Nokia Lumia 925