Windows: the service on this computer is not responding

Symptom

The Windows sign-in screen shows one of these messages:

• that the authentication service on this computer is not responding;
• that the service is unavailable and remote sign-in is not possible right now;
• an offline-mode tag, with the remaining validity.

Cause

Fix

User:

1. If offline mode shows, use your offline code; see Windows offline.
2. If the service is not responding, restart the computer.
3. For remote connections, connect to the VPN first or ask support for help.

Administrator:

1. Check that the agent's service is running (Windows Services) and look at the event log.
2. Check that the computer reaches the service's address (DNS, proxy, firewall, port 443).
3. If the service is persistently stopped, use the break-glass account to sign in and repair; see Break-glass account.

When to escalate

If several computers lost the service at the same time, the problem is probably the network or the service: contact support.