Can't add new profile to reset Xbox One

Ardith1989 · May 22, 2022

Hi,

This problem is driving me nuts and I can't seem to find any solutions online (or instances of the same issue...)

I had been having trouble logging into my account on my Xbox One (original, forza edition) for a week or so now. This seemed to be due to an update that wasn't able to be downloaded. I downloaded and applied the update using the offline update tool, which seemed to have worked, and the connectivity seemed to be restored (could watch a show on Netflix etc.).

However, after this I was still unable to actually log into my account, and nothing seemed to solve this.

I tried power cycling, a soft reset, and have now done a complete factory reset, and am still unable to log into my account.

When I hit the xbox button and select add new a pop up appears with the usual rotating ring, which stays on screen for a few minutes before closing.

Another thing of note is that on starting the console a Notice pops up saying the language pack for my chosen language is not downloaded and needs to be downloaded, if I select download the update fails after a few minutes. This makes me think its some kind of connectivity issue, but the network is accessible and works fine elsewhere. Starting to get concerned that it is going to be a hardware issue as even the factory reset didn't solve it...

I would really appreciate if anyone has come across this before and has a solution as it is driving me mad.

:)

Ardith1989

Hi Lucas,

I have tried with a wired connection and am still unable to sign in.

I have attached a picture of the error screen I get when I try the language pack. There is no error message when trying to add profile, just a rotating ring as if loading, and then it goes back to home screen.

Thanks.

Lucas Lauer

Hello, Ardith1989. Thanks for reaching out. I'm Lucas, an Independent Advisor and a Microsoft user just like you. I'll be glad to help you out.

Are you using a wireless connection? Any way you could test it using a wired connection?

Do you get any error message with an error code when trying to add a new profile or download the language pack?

Waiting for your answers, my friend.

Lucas Lauer

Thanks for taking the time to send the screenshot.

Please check your Xbox One network connection:

Press the Xbox button to open the guide, then select Profile & system > Settings > General > Network settings. Select Test network connection. See if NAT Type is Open and UPnP is successful.

If the network test showed UPnP successful and NAT Open, perform a Power Reset:

1. Turn off your console and unplug all the cables.
2. Wait 2 minutes.
3. Plug all the cables back in and turn your console on again. If you have an external HD/SSD, do not plug it again just for testing purposes.

If you still get the same error, I'd suggest you to try to do an offline update on your console one more time and see if it works:

https://support.xbox.com/en-US/help/hardware-ne...

If you still get the same error after all of this, please let me know.

XBF Zineb F

Hello there @DragonTamer0129, I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support. I am sorry to know about the account situation, but I want you not to worry about it because I am here to help you out! I believe your console might need either a network reset or just a system refresh.
I would like you to go through the following steps to clear the Mac address and then perform a quick power cycle on your console:

Settings > Network Settings > Advanced Settings > Alternate Mac Address > Clear it and the console should restart. It would definitely help if you could restart the internet router while the console is restarting.

After going through the troubleshooting steps mentioned, I invite you to perform a quick power cycle by turning off the console and then unplugging all the cables. After 2 to 3 minutes, re-plug them back again, then restart your console to check if it's
installing this time.

Another thing you should check is your NAT type. I would like you to check your NAT type if open because that could sometimes interfere. to check for the NAT type you can follow the steps below:

Settings > Network Settings > NAT type => It should be open.

If the NAT type is not open, you will need to open some ports with your internet provider. These ports must be open for Xbox Live to work: Port 88 (UDP) Port 3074 (UDP and TCP) Port 53 (UDP and TCP) Port 80 (TCP) Port 500 (UDP) Port 3544 (UDP) Port 4500
(UDP).

In case the issue still persists after the previous steps have been performed here is the official link to all the network troubleshooting steps that can help sort this out for you.

The link: Troubleshoot your Xbox One network connection | Xbox Support

In case the issue still persists, the next step would be to perform a reset on the console. To do so you will need to follow the steps below to perform a reset on the Xbox :

Settings > System > Console Info > Reset This Xbox > Reset and Keep my Games and Apps.

Note =>The "Reset and Keep my Games and Apps" option will not cause losing your games, but please be aware that you need to be completely aware of the email address as well as the password of your account before going for it because it will require you
to sign in to the account.

I wish you a lovely day, and I hope this helps you out! All the best!

Kind Regards

Stay safe, and happy gaming!

Feel free to give us your feedback by voting below if the reply was helpful!

XA JJKILLERs

I am unable to sign in to my profile on xbox one. I have done multiple hard resets and cold resets with no luck. I click my profile and the grey box pops up for my passkey but I am unable to enter it cause its just a blank grey box. This is annoying
and irritating - I can't even add a new profile - all we get is a grey box popping up and then back to the screen

Are you able to login on the web site

Can't add new profile to reset Xbox One