“We found your console but couldn’t connect” after trying to do remote play

Hi ,

We appreciate your patience waiting.

As promised, I've consulted our internal team about this and we would like to ask for clarification;

Can you please confirm what device you are using when you are experiencing this problem? Is it on a mobile phone(Android or iOS) or on PC/laptop?

If you are using an Android phone, may I know what is the OS version of your Android? Is it Android 10 or 11?

If you are using PC, may I know the version of your Xbox app and your gaming services? To check for the version, follow this steps; launch Xbox app>select profile picture > Settings > About.

We look forward to your response.

Sincerely,



Reynaldob

Microsoft Community Forum Moderator

We are using an iPhone. iOS 16.

Hi Gt529,

Thanks for getting back.

I am currently comunicating with our internal team about your concern. Please give us more time to properly investigate the problem. Rest assured, I will get back to you once I get the helpful information.

We appreciate your understanding.

Sincerely,





Microsoft Community Forum Moderator

Hi Gt529,

Thank you for posting on the Microsoft Community forum. I hope you are doing well.

I understand that you have issues with your Xbox on remote play and you are getting an error that says We found your console but can't connect. Let's work together to find the best solution to this problem.

I would like to ask a few questions to better understand the problem.

• When did the problem started?
  
• Was this working before?
  
• Can you please provide us a photo of the exact error message? In this way we can see a bigger picture of the problem.
  
• What troubleshooting steps you've tried to fix the problem?
  

Those above questions would help us provide the necessary information. Once we collect all the information, we will formulate the feasible resolution to help you with your case.

I look forward to your response.

Sincerely,





Microsoft Community Forum Moderator

Hi Gt529,

We appreciate your patience waiting.

As promised, I've consulted our internal team about this and we would like to ask for clarification;

Can you please confirm what device you are using when you are experiencing this problem? Is it on a mobile phone(Android or iOS) or on PC/laptop?

If you are using an Android phone, may I know what is the OS version of your Android? Is it Android 10 or 11?

If you are using PC, may I know the version of your Xbox app and your gaming services? To check for the version, follow this steps; launch Xbox app>select profile picture > Settings > About.

We look forward to your response.

Sincerely,





Microsoft Community Forum Moderator

Hi ,

Thank you for posting on the Microsoft Community forum. I hope you are doing well.

I understand that you have issues with your Xbox on remote play and you are getting an error that says We found your console but can't connect. Let's work together to find the best solution to this problem.

I would like to ask a few questions to better understand the problem.

• When did the problem started?
  
• Was this working before?
  
• Can you please provide us a photo of the exact error message? In this way we can see a bigger picture of the problem.
  
• What troubleshooting steps you've tried to fix the problem?
  

Those above questions would help us provide the necessary information. Once we collect all the information, we will formulate the feasible resolution to help you with your case.

I look forward to your response.

Sincerely,



Reynaldob

Microsoft Community Forum Moderator

Started last week when we set remote play up in the app. It's never worked previously remotely, away from home. We can only "remote play" at home.

Below is a screen shot. We tried two different wi fi connections away from home which both had excellent speeds. We also tried from 5G cellular network connection but still get the same error.