Connection Error During Sign-in
We are currently receiving reports of the following issue from classrooms under my supervision and would appreciate your assistance in investigating it.
[Issue Details]
When launching Minecraft: Education Edition from the Start menu on a PC and attempting to sign in, an error message stating "Please check your internet connection" is displayed, and the user is returned to the sign-in screen.
[Affected Environments]
Classroom PCs (with security software installed):
- Windows 10 22H2: 2 cases
- Windows 11 24H2: 1 case
Management company PCs (with security software installed):
- Windows 10 22H2: No issues - Windows 11 23H2: No issues
- Windows 11 24H2: 1 case
My personal PC (without security software):
- Windows 10 22H2: No issues
- Windows 11 23H2: No issues
- Windows 11 24H2: No issues
[Frequency of Occurrence]
Multiple reports have been received from specific educational institutions. At present, we suspect that the security software may be causing the issue.
[Inquiries]
1. Are you aware of any known issues related to this phenomenon?
2. Were there any relevant fixes in the update from version 1.21.06 to 1.21.10 that could be related to this issue?
We apologize if the security software is indeed the cause of the problem. Thank you for your assistance in this matter.
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Hey there,
Sorry to hear you are running into some issues getting into Minecraft Education.
Does the issue replicate while connected to a different Wifi network?
If you like, I can make a ticket for us and continue the conversation and troubleshooting there?
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Hi Danny.
Thank you very much.
We are currently unable to confirm whether this issue occurred on a different network.
However, we have resolved the issue on one device.
Disabling the firewall of the antivirus software did not have any effect, and disabling other antivirus software on the client also had no effect.
Our antivirus software also performs web filtering, but it seems that this cannot be disabled on the client side.The Minecraft download page was flagged by the antivirus software's web filter, and the category was marked as "Internet unreachable."The issue was resolved by unblocking the "Internet unreachable" category in the web filter.
Does this suggest that the network might be the cause?
Only one device has been resolved so far, so if you have any other ideas about potential causes, please let me know!0 -
Hey there!
Sure, and yeah it sounds like you are absolutely on the right track.
Usually with these errors, we notice it is some combination of proxies, content filters, virus protection and, firewalls playing a role in blocking Minecraft Education somehow. You could try to disable things one by one completely to see if things work when each thing is disabled or not. Also if you can, see if you can confirm if the issues replicate on a different network.
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