as result of the 1411 Update - specific wireless controller disconnection problem (will not ...

Hi everyone,

I thought to create a unique post as it tends to help any support staff troubleshooting an issue.

Please look at this post as a "NEW 1411 Update specific wireless controller disconnection problem"

This stems directly from this post - http://forums.xbox.com/xbox_forums/...support/f/4677/p/1825293/5066235.aspx#5066235

To me...this is NOT a resolution but just a "work-around" that has gone on too long. I do really appreciate the "work-around" suggestions as the Xbox Team is trying to work on a resolution..... (per Miss Diggz):

To anyone new to this thread and haven't already, please check out my previous troubleshooting posts here and
here. We also recommend using your wireless controller connected with a micro-USB cable to the Xbox One console to help with the controller's connectivity in the meantime.

For those who have tried the troubleshooting steps above that I provided and are still experiencing a controller disconnecting issue, please fill out this
survey for us to gather more in depth information from each of you. For the first question asked - "What is your Twitter username?", please input "Xbox
Forums" into the field.

In short, my original XBox One was purchased on Thanksgiving day 2013. It later had disc drive problems and so I had it replaced in October 2014. The replacement (refurbished Xbox One, not the one I sent in) had a loud processor fan and most notably would
not keep any of my three controllers connected over 2 feet. video here:

*Specifically, this issue impacts many depending upon how far they sit from their Xbox One after the October Preview and public 1411 update.

Initially my thoughts were, that this is a direct result of the known issue during the 1411 preview where most all Xbox One consoles that rely on wireless connections, were not able to connect during one of the mini updates. A later update was rolled out
and those wireless customers were able to use a wired connection to update, which resolved the Xbox One wireless network connection problem.

Specifically after this update, we noticed that many (most) customers now experienced more than frequent wireless controller disconnections and for customers who sit longer than 5 feet away, they lost connection and were not able to resync.

*A temporary resolution was suggested as to use the USB cable (that is not shipped with any console, and which requires a separate purchase)
See above in Blue.

To date, this issue has not been resolved, and the official responses are directing users to complete a survey that, based on the questions, does not seem to address the 1411 update problem. It does seem to try and address an prior issue with short disconnections
that existed as result of the 1409 update.

My situation:

As seen in the video. Note:

- I use the xbox one brand play and charge kit in all controllers

- I have a very new controller and two original controllers

- I have removed all interference of any wireless devices by turning them completely off and taking them out of the room (however, these were never issues prior to update 1411)

-I have tried plugging my xbox one power cord directly into the wall and also tried this plugged into a power surge. (Originally I was in a power surge, but experienced no issues until update 1411)

- I have contacted support and tried many suggestions under SRX1269391314ID and worked with Jonathan

**I decided to send this refurbished Xbox One back Monday 11/25/2014**
But I fear the problem still exists as others who have purchased brand new Xbox One consoles are reporting the exact same issues.



I have tried the following resolutions

- Xbox One Wireless Controller Help | Fix Your Xbox One Controller

- Hard resets

- Factory reset

- Stand and sitting at different distances fro the console

- moving the console completely out of any cabinets and placing it on top of my TV stand, in front of my TV (not beside, behind or below)

- Using non- Xbox One brand batteries

*I also ask if you are having similar issues, create your own post and vote on the XboxUservoice.com website. Here are topics that tends to relate in some manner to my issue but it may not specifically relate to your situation

-
http://xbox.uservoice.com/forums/251650-console-accessories/suggestions/6029616-just-simply-fix-the-controller-disconnect-issue-pl

-
http://xbox.uservoice.com/forums/251650-console-accessories/suggestions/6029154-controller-lose-connection

-
http://xbox.uservoice.com/forums/251650-console-accessories/suggestions/6050566-controller-signal-strength

Just asking for specific attention and a heightened level of feedback and support to all those affected.

:)

 

Xbox One Chat Headset

this problem was introduced with the last dashboard update, you could the only solution that works so far is to use a complete wireless headset like the turtlebeach stealth 500x, as these are not connected to the controller for the partychat/gamesound. there
is also another problem with the controllers having a disconnection problem that happens randomly.

IF you are not keen on getting the wireless headset there get a play and charge kit have your controller hooked up with the usb cable for it to act as a wired controller and use either the MS stereo chat adapter or the built in 3.5mm jack for the newer controllers.this
lessens the disconnection issue. and if a disconnection happens check in the settings/devices and accessories if the controller is assigned to you if not assign it and your mic should be registering for the chat.

 

Headsets suddenly not working

this problem was introduced with the last dashboard update, you could the only solution that works so far is to use a complete wireless headset like the turtlebeach stealth 500x, as these are not connected to the controller for the partychat/gamesound. there
is also another problem with the controllers having a disconnection problem that happens randomly.

IF you are not keen on getting the wireless headset there get a play and charge kit have your controller hooked up with the usb cable for it to act as a wired controller and use either the MS stereo chat adapter or the built in 3.5mm jack for the newer controllers.this
lessens the disconnection issue. and if a disconnection happens check in the settings/devices and accessories if the controller is assigned to you if not assign it and your mic should be registering for the chat.

 

I also created the same post in the preview forums as I do know, that we should post there but this is a public issue as all previews are now public

forums.xbox.com/.../1876451.aspx

 

same problem... no solutions

 

Ass4ssino,

Please detail your specific issue, what you've tried, etc.

I think saying "same problem" to the Xbox Team doesn't allow them to provide the level of service they intend to.

 

Excuse me

I also have the problem of random disconnection of the controller. I had two replacements advanced console and the problem has not been resolved. I tried: Hard reset,

Game without kinect, Clearing the cache, Replacement controller, I brought the console to another room and the fault persists, I have 3 controllers that are the same defect

I tried it with a different power supply units and the fault persists. I eliminated any wireless device in my house. I hope I have remembered everything Most important thing is that the console of my brother who does not have this defect if the port in the
same position of my not be problems.

 

It's disconnecting randomly for me too, I'm tired of this console and if it's not fixed by January update, I'll probably sell it.

I tweeted the support and made a video about it this week as I tried to play the Halo 5 beta

 

Even their rich formatting post won't work.

twitter.com/.../546642244284190720

 

I ended up sending the console back and having it REPAIRED vs. then sending me a refurbished one.

OR at least the S/N is the same so it seems that is what happened.

I do know the the recent console sent to me does not have any issues.

 

I'm having the exact same problem

 

Nooblade -> Great information! Post in the official thread:

forums.xbox.com/.../1825293.aspx

I do not have twitter ... Keep in contact with @XboxSupport!

 

so just to post here as its been almost a month.

-I have had the REPAIRED Xbox One with no flaws or disconnections for almost 3 weeks now.

It is my conclusion that is problem is hardware with the Xbox One component that manages the wireless connection to the controller. While its possible that a software update causes the hardware to fail, it has not proven successful that the Xbox company
is able to resolve this issue with any software updates.

To those who come by this thread, please see the link posted from BR4DOKYBrazil

Happy gaming.....