Edge Sync Device Registration stuck in Backed off on Windows 10 Dell XPS

Hi Thank you for your kind reaction. I contacted Microsoft Support again and went through 'Account' and 'Microsoft account help and support' and used 'Edge Sync Device Graph provisioning failure' as entrance phrase. I mentioned the ticket number of my previous contact with the Tier-2 support agent, mentioned him to have excluded this to be an OS or other local issue through a Quick Assist session, and explicitly asked for a Microsoft Account Sync/Edge Metadata engineer for a server-side reset of my device graph. But again the agent, who I chatted with, declared herself not to have the authority to escalate this onto that level. Instead, she made the promise to provide my feedback, that I had submitted previously on this through the built-in Edge hub, with high priority. So I am presently awaiting for a hopefully successful outcome. I'll give you the ticket # in a private message. What struck me yesterday upon reinstalling Edge on Android on my phone, was, that passwords and favorites synced smoothly over my Microsoft account (not history), although Edge continued not to show my PC as a known device to send url's to. Please forgive me the bad layout of this message, the return button of the Microsoft Swift Key keyboard for Android apparently not functioning in this form on Edge on Android. Sorry. Thank you again and have a great day. Greetings. Karl

Hi @Karl Uyttenhove,Have a good day!

I appreciate your detail update. Getting stuck in a support loop is incredibly frustrating. Since a brand-new Windows profile failed to fix the "0 entries" in Send Tab to Self, we have definitive proof this is a cloud-level metadata mismatch tied to your Microsoft Account (MSA), not a local OS bug.The next step is to direct service support. Let re-engage support but pivot categories to reach the cloud service team:

• Go to Microsoft Contact Us and select "Microsoft 365" or "Services & Subscriptions" rather than "Windows."
• Reference your case (#XXXXXXXXXXXX) (please do not post your case ID in public forum) and tell the agent: "A Tier-2 technician already ruled out the OS and profiles via Quick Assist. I need this referred to the Edge Engineering team to manually refresh my account’s Device Graph and Provisioning metadata."

This framing helps them to look at the backend service, which remains supported in 2026 regardless of your Windows 10 status.

Thank you for your cooperation.

Hi Ian-Ng,

Earlier today, I had a chat conversation with a tier-2 Microsoft Support Team assistant [Moderator note: personal info removed] asking him to perform a server-side reset of my Edge Sync Device Graph / Sync Metadata / Device Capabilities for my Microsoft account (this seeming to be the only remaining step)

But the assistant thought this issue to be with Windows Group Policy.

First, he made me force a new Windows user account to trigger a new Edge Device Registration Graph, but to no avail.

Then he performed a lot of actions during a Quick Assist session to the effect that Edge Sync now shows the device no longer to be set Back off, but there are still 0 Send Tab To Self entries and my device still doesn't appear in Edge on Android, not even after reinstalling Edge on my phone.

Hence, he ended the support and advised me to contact Edge Support via the built-in Edge Feedback hub.

I did do that, but I don't have the experience this to entail much reaction.

Thank you anyway for your time and help.

Karl

Schermafbeelding 2026-01-27 124350.png

Please note that this is a Dutch-language forum. Since your post is written in English rather than Dutch, I will respond in English.

Hi @Karl Uyttenhove,   

Welcome to Microsoft Q&A forum.

Thank you for the detailed documentation and the screenshot of your sync internals. Based on your report, it is clear that while Windows recognizes the device at the OS level, the Microsoft Edge Sync Device Graph is failing to provision a unique ID, as evidenced by the persistent 'Backed off' status and the lack of entries in 'Send tab to self'

Since you have already exhausted all local remediation—including profile resets, full reinstalls, and cloud data wipes, the issue has moved beyond client-side troubleshooting. This specific 'backed off' state indicates a server-side rate limit or a metadata conflict within your Microsoft account that can only be resolved by a support agent with backend access.

Because this involves the Edge Sync Cloud Service (which follows the Modern Lifecycle Policy) rather than a specific Windows 10 OS bug, you are entitled to service-side support. I recommend the following:

1. Go to the Microsoft Contact Us page, select 'Microsoft 365' or 'Windows,' and type 'Agent' to reach agent.
2. Inform the agent that your Edge Sync Device Registration is stuck in a server-side 'Backed off' state.
3. Share the edge://sync-internals screenshot. Explicitly mention that local resets have failed and you require support from the Edge Engineering team to refresh your account's Device Graph metadata.

Your thorough troubleshooting has already ruled out the standard fixes; contacting Support is now the only way to address the service-side behavior preventing your Android device from discovering your PC.