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Hi, Ashley! Thank you for reaching out.
I'm AJ, an Independent Advisor for the Xbox Community.
I'm sorry you are experiencing issues accessing your games.

If you don't mind, I'd like to ask you a few questions:

- May I ask which Xbox model you are using?

- To clarify, is this happening when signing in, or when launching a game?

- Could you go to Settings > General > Network Settings, and let me know what you see under "Current Network Status"? your network's name is not necessary.

Thank you! I'll be looking forward to your reply.
Best regards.

Sorry to hear it. If power cycling the console by holding the power button on it for 10 seconds doesn't work then you may need to try a factory reset. There is an option to keep installed games and apps on the console so you won't need to redownload
them.

The solution to this problem is a factory reset (keeping games and apps):

If you can not reset your console via the settings menu as seen here:

Settings > System > Console Info & Updates > Reset console > "keep games and apps".

You will need to reset your console in a pre-boot state:

1. First, eject any discs.

2. Power off your console, and then unplug the power cord to ensure that the console is completely powered off.

3. Wait 30 seconds, then plug the power cord back in.

4. Press and hold the BIND button (to connect controllers) and the EJECT button (located on the front of the console), and then press the Xbox power button on the console. Continue holding the BIND and EJECT buttons for 10-15 seconds.

5. Listen for two “power-up” tones a couple of seconds apart. You can release the BIND and EJECT buttons after the second power-up tone.

6. The console should power up and take you directly to the Xbox Startup Troubleshooter.

7. Select to reformat the console keeping games and apps.

If that does not work you will need to factory reset the console using the USB method. This will erase everything on the console:

https://support.xbox.com/en-US/xbox-one/console/reset-factory-defaults-using-usb-flash-drive

Hi Douglas P! I hope you are well, delighted to be able to offer you my help!

For me, it is a great pleasure to try to help you today, I will do everything possible and in what is in my hands/knowledge to provide you with good help and a pleasant conversation.

To understand a little more about the problem you are presenting, I would like you to give me more information about it and if you can attach an image I would appreciate it, this way I could give you a more accurate solution to the problem.

Best regards,
Daniel.

Good news! this should be all fixed up, but let us know if its still giving you problems! D: