Basic Troubleshooting: How to troubleshoot games and apps from Microsoft Store

If you are experiencing any of the following issues:

• You're still unable to download, install or update the sim after completing the How to troubleshoot download & Installation issues
• The app "uninstalled" itself but the packages are still on your computer
• You see the message "This app can't open. Check the Store for more info about Microsoft Flight Simulator. Get help with this."
• Nothing happens after clicking the "Play button" in the Microsoft Store but there is no error message
• You receive the error message "Flightsimulator.exe has stopped working."

First, please ensure that your security software isn't blocking the launcher, then reset the App and the Microsoft Store cache and reinstall Gaming Services. We also recommend installing the Xbox app to authenticate your game. Finally, run chkdsk to detect and repair logical and physical issues that may be affecting your drive.

MAKE SURE THE MICROSOFT STORE SERVICES ARE RUNNING

• In the Cortana search bar, type "Services" then click Open
• In the list of services search for "Microsoft Store Install Service"
• Check that the Startup Type is set to "Manual" or "Automatic"

DISABLE YOUR SECURITY SOFTWARE

Antivirus and malware checkers can close down or prevent certain applications from launching, even if they are legitimate and safe.

Open Windows Defender and turn off real-time protection.

• In the Cortana search box, type "Windows Security"
• Open "Windows Security" > "Virus & Threat protection" > "Manage settings"
• Disable "Real-time protection"

Stop Windows Defender from blocking Microsoft Flight Simulator by adding the launcher to the exclusions list

• Go to Start  > Settings  > Update & Security  > Windows Security > Virus & threat protection.
• Under Virus & threat protection settings, select Manage settings, and then under Exclusions, select Add or remove exclusions.
• Select Add an exclusion, and then select Microsoft Flight Simulator. A folder exclusion will apply to all subfolders within the folder as well.

Temporarily disable your security program(s) before launching Microsoft Flight Simulator

False positives occur when your antivirus software incorrectly identifies safe software as malicious. If your antivirus or anti-malware falsely flagged Microsoft Flight Simulator remove the file from quarantine if necessary then whitelist Microsoft Flight Simulator. To do so follow the instructions from your manufacturer.

• Sample of Virus & malware checkers that have been known to prevent Microsoft Flight Simulator from launching:
  • Malwarebytes
  • Norton & Norton Utilities Ultimate
  • Trend Micro Maximum Security
  • Comodo Antivirus
  • Sophos
  • Emisoft Anti-Malware
  • Avira
  • Avast & Avast Cleanup
  • Bullguard​
    

If the sim launches normally after disabling your security program, whitelist Microsoft Flight Simulator before turning the program back on. To do so, refer to your security software's support website.

REPAIR OR RESET THE MICROSOFT FLIGHT SIMULATOR APP

Depending on your version, follow the instructions from our knowledge base articles.

• How to repair or uninstall Microsoft Flight Simulator via the Xbox app
• How to repair Microsoft Flight Simulator on Steam

RESET THE MICROSOFT STORE CACHE

• 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, then try to install or update Microsoft Flight Simulator again.

 

REINSTALL GAMING SERVICES

Reinstall the Gaming Services app on your Windows 10/11 device:

1. Select the Search icon 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:

get-appxpackage Microsoft.GamingServices | remove-AppxPackage -allusers

1. In the same window, type the following command and press Enter:

start ms-windows-store://pdp/?productid=9MWPM2CQNLHN

1. Install the app on that page and select Yes when you receive the User Account Control (UAC) prompt.
2. Restart your device and try to install the game again.

RUN CHKDSK

Detect and repair logical issues

• In the "Type here to search" bar, next to the Start menu, type Command Prompt
• Select Run as administrator
• In the black window that appears, type the following command*: chkdsk C: /f
• Hit Enter.

*Note: Replace "C" with the letter of the hard drive you want to scan.

Detect and repair physical issues

• In the "Type here to search" bar, next to the Start menu, type Command Prompt
• Select Run as administrator
• In the black window that appears, type the following command*: chkdsk C: /r
• Hit Enter.

*Note: Replace "C" with the letter of the hard drive you want to scan.

You'll find more information about chkdsk in this article: https://docs.microsoft.com/en-us/windows-server/administration/windows-commands/chkdsk

ADVANCED TROUBLESHOOTING

If the problem persists after that, visit Microsoft Store - Download and Installation issues, Part III - Advanced Troubleshooting