A very interesting problem.

Game420 · Feb 15, 2017

For the last couple of days I am currently experiencing an issue and I'm not sure how to fix it. I just purchased my Xbox One S about a month and a half ago, up until now it has been preforming wonderfully.

My current issue is as follows -- I have been playing The Handsome Jack Collection with a friend of mine over the past month. Currently working through TPS, we will be in a co-op game with no issues at all, that is, until we decide to leave an area and fast
travel. 80% of the time when we are in a loading screen I lose connection to the game and get kicked back to the main menu. I do not lose internet connection nor do I get kicked out of Xbox Live. While in the game world, we can spend as much time running around
doing whatever we want with no connectivity issues. Doesn't matter if it is 5 minutes or 40, everything is great, until we try to load in a different zone.

My friend on the other side of the co-op game has reported no issues and has never been dropped from a game. Other xbox live games I have played seem to be working fine but admittedly, I haven't had the time to extensively test this. My NAT type is open,
I have tried both wired and wireless connection, testing both internet connection and multiplayer connection (via network settings) found no errors, speed test for internet connection has been at a consistent rate ( 230/14 mbps), all other devices hooked up
to the internet (along with my computer streaming video) has had no issues.

I am confident the issues is not my internet nor gearbox's servers (as my buddy has zero issues). This leaves one culprit but I am at a loss as how to fix it. Would anyone please help me resolve this issue. If I need to return the Xbox and exchange it for
another, I will but still want to know what is causing this.

Thanks in advance!

:)

Klokkwork · Feb 15, 2017

Very Interesting Observation

You kept the customer support agent on the phone that entire time? Holy heck. Having worked in the customer service industry myself, I can state that had to be devastating to their handle time. Sorry to hear that happened, though. And yeah, they can't
change the info on your account to send you the code they need to verify your identity. That would be like asking someone who's trying to take money out of your bank account to just go ahead and make up a new PIN number. You have to keep your info up to
date. If they said the phone on file wouldn't allow texts, then you probably put in your house phone. It happens.

Temhotabot · Feb 15, 2017

Very Interesting Observation

I have recently bought a points cards and a subscription card from Wally World and didn't have any issue redeeming them on my console. When you bought your card did it reflect the card number, not your credit/debit card, on your
receipt? Once the cashier scans the card and swipes it that number is printed on your receipt so should there be any issues later on they can match the two up to verify you bought it from their store.

To me it sounds like the issue started when you used the .com to order it. It would have been simpler to just go to the actual store, such as you did, to pick it up.

Misses Quinzel · Feb 16, 2017

Hey, Game!

I'm sorry to see this oddly specific issue with The Handsome Collection. You've done quite a bit of network troubleshooting, and even detailed a bit with your friend you're playing with. This is greatly appreciated, and helps narrow down things!

I am wondering if you might have the game installed on an external drive. It's not common, but we sometimes see unique game issues when games are on external hard drives.

If that's not the case, have you tried an uninstall and reinstall? It's the only thing I don't see you mentioning in your troubleshooting, and I want to ensure it's been done.

Let me know if any of this works for you! We'll work to figure out the issue if this doesn't help you out at all.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

Misses Quinzel

Hey, Game!

I'm sorry to see this oddly specific issue with The Handsome Collection. You've done quite a bit of network troubleshooting, and even detailed a bit with your friend you're playing with. This is greatly appreciated, and helps narrow down things!

I am wondering if you might have the game installed on an external drive. It's not common, but we sometimes see unique game issues when games are on external hard drives.

If that's not the case, have you tried an uninstall and reinstall? It's the only thing I don't see you mentioning in your troubleshooting, and I want to ensure it's been done.

Let me know if any of this works for you! We'll work to figure out the issue if this doesn't help you out at all.

--------------------------------------

Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

ElectroFlying

@BongKaos. To your first question.. Read above. 2nd, I handed my cell to WM CS so that MS CS could explain what they claimed was an "invalid code because it wasn't validated at the store."

Who's in a better position to explain that. Me? Or MS CS? As for where within the topics I posted this. I have already done my bid with MS CS, So I posted my experience here for the express purpose of finding out if such a thing has happened to others as
well.

You purchase a 12 month Xbox live gold bundle from a National Chain - You expect it to work. If it does not then you have no choice but to call MS Support and read them the xbl code who then says. "That code is invalid." So you go to WM and exchange it for
another and while still on the phone with MS CS ask them. "I am going to read this code to you. Is it valid?" But they wont tell you that while you're at WM.. So you have to travel all the way back home, and read back to MS CS an @me email code and then hear
"Oh, that code isn't any good either." - Why couldn't they have told me, and for that matter WM CS who was listening in - Yes, Speaker was on.. that while I was still at the WM CS Desk??

Oh, and get this. MS CS said they "couldn't text me the @me code because my cell phone wouldn't allow texts." I tested their claim using my wife's phone, and guess what? Sending and receiving text worked perfectly!

BongKaos

May I ask how the store situation escelated if you indeed followed the instructions 1st???? You left that part out--- I can tell you ANY Retail employee dealing with a customer on a cell is going to end bad. Never hand your Phone to an employee so they
are proved wrong.... YOU are going to lose. An easier less frustrating for everyone way does exist. SORRY there is NOTHING we can do. I also notice this is NOT a support topic GOOD LUCK!!!

HailofSteel

This happened to me before.Sometimes Walmart puts cards on the shelf before thet are supposed to-like putting a game or magazine on a rack prior to the date its supposed to go on sale.It was a big mess.I cant remember the details.I know I had to email MS
mugshots of the card and my receipt and they sent me a new code and billed Walmart.I think it took 10 days to get the code from MS.Funny how stores will try to act like youre trying to swindle them to get out of refunding your money.

mgzin66

@Halo - That may be a fix, but that's not what the OP is asking.

A very interesting problem.