Xbox One Troubleshooting

Common problems and solutions with Xbox One..


Common Issues

Why Can’t I Download Content From Xbox Live or Zune Marketplace?

Solution 1: Maximize your network bandwidth

When you download content from Xbox Live, make sure that other computers in your home are not downloading or transferring files. When someone in your house browses the Internet, they use network bandwidth that could be going to your console.

Note Bandwidth is the amount of information transferred over your Internet connection.

You can also try temporarily disconnecting or turning off devices that are connected to your home network.

Once you've maximized your network bandwidth, try to download the content again. If the download fails again, try the next solution.

Solution 2: Try again later

Xbox Live might be unavailable due to system maintenance. Check the Xbox Live status. If there is an Xbox Live service alert, wait and then try again later.

Why Is My Disc Drive Making A Grinding Sound?

The problem is something that a number of Xbox One users have reported, though thankfully, users also report that it doesn’t actually damage the disc. When you put a disc in the console’s optical drive, it makes a grinding sound. An error message then reads “Sorry we can’t play that disc. Try an Xbox One game, music CD, or a movie on a Blu-Ray or DVD.”

Possible Solutions:

  • You could always try to repair it yourself if you are familiar with optical drives, but you’d likely void your warranty in the process. If are suffering from this problem, your options are limited.
  • Return the hardware to where you purchased it. Due to stock shortages, a replacement may take a while though. Microsoft has offered to expedite a new machine and throw in an online download of a game of your choice while you wait. They’ll even refund your purchase if you decide that you want to break up with Xbox One.
  • Contact Microsoft directly using one of the contact methods above. The company’s support team is arranging replacements, and in some cases will ship a new console with a game of your choice to you before you send your system in.

Why Won't My Xbox One Update?

This could be an issue with the Xbox One, a problem with your internet connection, or even something on Microsoft’s end. Regardless of the cause, the result is a system that doesn’t work properly. Before you contact Microsoft, there are a few steps you should try first.

Possible Solutions

  • Check your internet connection. Obvious maybe, but any connection interruptions could derail the entire process.
  • Check your hardware. Again, an obvious one, but if you are using the wireless connection on the Xbox One and receiving an error, try a wired connection via Ethernet.
  • Cycle your Xbox One. Hold down the power button for five seconds until it shuts down, then unplug the system and wait 30 seconds. Plug it back in and turn it on. This clears the cache and resets the network card.
  • If you are receiving a specific error message regarding updates or an online connection in general, refer to Microsoft’s network connection error list.
  • Try again later. If you are having an issue with downloading the update it may simply be a problem on Microsoft’s end, including too many users at once or server maintenance. Give it an hour or two. If the issue remains, check the Microsoft Live Status page. If there is a known issue on its end, Microsoft will have a status alert.

Why Isn't My TV Displaying The Best Resolution?

Microsoft has confirmed that some users may have an issue with the Xbox One automatically detecting the proper display resolution.

Possible Solutions

  • From the Xbox One dashboard, hit the Menu button to bring up the settings. Select “Display & Sound” option, then select “TV Resolution” and choose the proper setting.
  • If you have a relatively new TV, make sure your set has the most recent firmware. Refer to your TV owner’s manual if you aren’t sure how to do this.
  • If you are still having display issues, try a different HDMI cable. This may not help, but the next step is contacting Microsoft.

Why Do My Games Frequently Freeze or Crash?

Freezing or crashing could be caused by a myriad of reasons, but there are ways to get back in the game quicker and possibly deter future hiccups from happening as often.

Possible Solutions

  • If a game freezes, try pressing the home button in the center of your controller to return to the dashboard. Then, with the cursor still on the game icon, press the menu button (the one with three horizontal lines), and navigate to quit. This is a quicker method than restarting the console or going through the trouble of selecting another game just to quit out of a frozen one.
  • If you’re experiencing persistent freezing, a power cycle may do the trick. Press and hold the power button on the console for at least five seconds. Ensure that the console has been powered down for at least 30 seconds, and then hold the home button on the controller to turn your console back on. Your console will take longer to boot up, but this may fix the issue.
  • If you’re dealing with persistent freezing or crashing while playing a specific game, deleting and reinstalling the content in question may correct the problem. Go to your applications and navigate to the game that’s giving you trouble. Afterward, press the home button and choose uninstall. After you uninstall the game, simply navigate to your uninstalled applications in your library, and reinstall the title. Wait for it to install and see if reinstalling the game rectifies the issue.
  • If none of these methods work, you can reboot the console’s resolution settings. If you have a disc in the console, remove it. Then, press and hold the power button on the console for five seconds. After the console light is no longer flashing, press and hold the power button and the disc eject button at the same time.
    • Wait for it to beep twice — this may take as long as 10 seconds. Make sure your television is set to AV output, as this button combination alters the display resolution. When your console boots up, don’t be alarmed by the lower resolution.
    • Go to display and sound in your console settings. The resolution will be 640 x 480. Change the resolution to either 1080p or 720p. Whichever your TV supports. If it’s 1080p, change the video fidelity back to 50Hz. If it’s 720p, change the video fidelity to 24Hz. Afterward, insert the disc and your game should run without a hitch.

Why Can't I Connect To Network or Xbox Live?

Xbox Live occasionally goes down, sure, but sometimes network and Xbox Live issues crop up randomly.

Possible Solutions

  • There are multiple ways to troubleshoot your console’s online status at home. First, check thestatus of Xbox Live to ensure that there aren’t any global issues plaguing connectivity. When you cannot connect to Xbox Live, your console will also try to troubleshoot your issue with anerror message. These connection issues can be caused by a multitude of issues.
  • If your console won’t connect to your network, but all of your other devices are connected to the internet, you can try a power cycle. Press and hold the power button on your console for at least five seconds. Once the console is completely off and the Xbox logo is no longer flashing, press and hold the home button on your controller to power it back on.
  • Turn off your console, then reboot your modem and/or router. After your home network has completely rebooted, power the console on and see if you can connect.
  • If you’re having issues with Wi-Fi, try connecting your console to the internet via an Ethernet cable. If your console connects, then you may need to update your router’s firmware. Check your router’s instructions for how to update your firmware. (Many routers feature an abridged guide on the device). Follow the steps, and then power your console on and see if you can connect wirelessly.
  • Even if you aren’t online, your Xbox will automatically sign into your primary account upon powering on. This means that you can simply sign out and sign back in, which should prompt your Xbox One to connect again. Sometimes, this will solve your issue.

This information is subject to change without notice due to product owner's preferences. For more information and most current information regarding any XboxOne services, please visit XboxOne's official site.