Can't send messages on Xbox website

Good morning Support Team,

Hope this message finds you well.

Since January, I've been unable to send messages using the Xbox website. Every time I access the site I see a spinning gray wheel, and the messages don't load. The URL is: Sign in to your Microsoft account

I've contacted Microsoft Techs and they haven't been able to help me.

I have tried on different browsers (IE, Firefox, Edge, Chrome, Safari), different devices (Win10 PC, Macbook Pro, Cell Phone).

I created an account and was able to load the messages. Also, I had one of my coworkers sing in on my Win10 PC and he was able to load the messages.

Let me point out something: I'm able to send messages using the XBOX APP or in the CONSOLE. The only place i'm unable to send messages is the website (xbox profile).

I tried, as recommended by Microsoft Techs, the followings:

1) Delete account from console, re-add account.

2) Update my account security settings.

3) Restore factory settings (keeping games and apps).

4) Check my reputation.

5) Change my account password.

6) Erase browsers cached on all the devices.

7) Create a new Xbox account and try (this worked, with the new account I was able to load the website and send messages).

In conclusion, there is something wrong with my account (Gamertag: PabloCubs)

Using the INSPECT option on Chrome I got this error:

Uncaught TypeError: Cannot read property 'indexOf' of undefined

at vs (skypemessages.min.js:21)

at cf (skypemessages.min.js:21)

at Object.<anonymous> (skypemessages.min.js:21)

at Object.<anonymous> (jquery-1.8.3.min.js?v=17031714100:2)

at l (jquery-1.8.3.min.js?v=17031714100:2)

at Object.fireWith (jquery-1.8.3.min.js?v=17031714100:2)

at Object.fire [as resolve] (jquery-1.8.3.min.js?v=17031714100:2)

at Array.<anonymous> (skypemessages.min.js:21)

at Array.<anonymous> (jquery-1.8.3.min.js?v=17031714100:2)

at l (jquery-1.8.3.min.js?v=17031714100:2)

function vs(t, i) {

var b, c, l, a, f, v = !1, r, u, y, e, o, p, s, w;

if (!i.lastMessage)

return null;

if (i.lastMessage.content || i.lastMessage.messagetype)

b = i.lastMessage.clientmessageid,

c = i.lastMessage.id,

l = i.lastMessage.messagetype,

f = Date.parse(i.lastMessage.composetime),

a = ws(l, i.lastMessage.content, t.profileDict);

else if (i.properties.clearedat)

v = !0;

else

return null;

return r = i.threadProperties.topic,

r.indexOf("xbox:") >= 0 && (u = r.split(","), <!-- The error is here. -->

u && u.length > 0 && (y = n.map(u, function(n) {

if (n.indexOf("xbox:") >= 0) {

var r = n.replace("xbox:", "").trim()

, i = t.profileDict[r];

if (i)

return i.gamerTag

} else

return n

}),

r = y.join(", "))),

e = 0,

i.groupMemberCount && (e = i.groupMemberCount),

o = [],

i.groupMembers && n.each(i.groupMembers, function(n, i) {

var r = t.profileDict, u;

r && (u = {

gamerPic: r.gamerPic,

gamertag: r.gamerTag,

profileUrl: h.links.profileUrl + "?gamerTag=" + r.gamerTag

},

o.push(u))

}),

p = lr(i),

s = cr(i),

f > s && (w = "unreadMessage"),

{

skypeId: i.id,

senderGamerTag: r,

lastMessageContent: a,

lastMessageUtcTimestamp: f,

lastMessageId: c,

messagetype: i.messagetype,

isGroupConversation: !0,

groupMemberInfo: o,

groupMemberCount: e,

isMuted: p,

isDeleted: v,

consumptionhorizon: s,

unreadMessage: w

}

}

If someone know how to fix this or point me to the right direction on how to solve it, I will really appreciate it.

Sorry the the lengthy post, but wanted to clarify everything I have done.

Sincerely,

PE

:)

 

messege

can't send a message to xbox. the method on the website does not work.

 

Can't send messages on Xbox?

I can't send any messages to anyone on my Xbox, even friends.

I've tried checking the enforcement thing, my account is fine and that doesn't surprise me.

I've added all the extra security info that I can but since I don't have a phone of any sort, I can't add that. I'm worried that's the problem, and that I'll never be able to message friends because of it.

Hopefully there is some solution

 

Wow that's a load of technical details man. I wish I was BATMAN to solve all that for you.

Contact Xbox support team below as this issue might be a hardware or internet connection issue or your Xbox live account.

Xbox technical team chat support :
Sign in to your Microsoft account-gamertag-and-profile&ccfissue=&ewt=2&navlistpath=NavigationList&preferedLocale=en-US&siteId=xbox-prod&

Xbox call support team around the world :

International Xbox Support phone numbers

 

Dear VampireClaws36,

Thank you for your reply.

The first link sent me to this forum, so I guess i'm on the right site. The second link is to be able to speak with a Xbox support tech. I can try that.

I have already chat with at least five Xbox and/or Microsoft Techs. Each time I chatted with them they created a new Service Request. So now I have a collection of at least five different service request. The last tech was the one who told me to post the
problem on this forum and pray for an answer.

I hope they fix my problem.

Thanks again.

PE

 

Hey, PE!

I'm sorry to see any issues with accessing your messages on xbox.com. We had ran into a few issues with this, however a recent update was done to resolve that. It seems you might be running into something else since you are receiving your error at a different
point than what was worked on.

You say you have checked your reputation. Did you do that on the
Enforcement site or the
Skype reputation check? The second one is the one that you should do if you haven't done it yet. This will ask for a phone number, send you a text, and then have you input that number. Once it's done, it will simply load to your profile.

However, if you've already done this and it didn't fix it for you, please let me know. I wanted to clarify if that was the step done, because most people get confused with the Reputation system on the console and Skype's spam filter. We'll determine our
next steps after that.

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



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.

 

Good morning,

Thank you, Misses Quinzel for your answer and advice.

I went to the Skype Reputation check site and didn't see anything wrong. I would love to work with you to sort this out and find a solution.

Thanks again, and have a great day.

Sincerely,

PE

 

Hey, PE!

It shouldn't show anything wrong. It should send a code to your phone after you input it and then send you to your Microsoft account's profile. Is that what happened? If so, can you still not send messages on xbox.com?

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



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.

 

Dear Misses Quinzel,

That's what happened. I entered the code and went to my profile. I am still NOT able to send messages on the xbox website.

Sincerely,

PE

 

Thank you for confirming! I wanted to be sure that is what happened.

One thing I'd like to double check is your location. Since switching to Skype, having a region mismatch could affect your ability to access messages (though we haven't confirmed this yet). A region mismatch means your account region and your physical location
do not match.

If you go to
commerce.microsoft.com, you should see the location at the top above your billing info (the link there should go directly to it). Let me know what that says and what your physical location is so we can rule that out as an option.

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



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.

 

Dear Misses Quinzel,

Thank you for your reply. I went to the site you mentioned and updated my billing info. Also went to skype site and updated all info related to my location, did the same on my xbox profile.

I signed out from my account, closed browser, reopen browser, logged back into my profile, tried to go to messages and I still get the spinning wheel.

Thank you.

Sincerely,

PE

 

I appreciate your diligence in making sure every step has been completed!

Unfortunately, I have reached my limit on troubleshooting here on my end. However, I've sent your situation up to our Global Escalation Support team to assist you further. They should reach out to you over the next few days; they're generally good about
reaching out within 2 days, but it could be a couple more longer. I've provided them this thread link as well as all of the steps you've already completed.

While I can't guarantee anything, they will be a great point of contact for you within our company. I love seeing updates from customers, so please keep me up to date on the situation!

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



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.

 

Dear Misses Quinzel,

I know it has been three months since I posted my last message, but I wanted to update you on this situation. I was able to communicate with an Engineer, but unfortunately all the troubleshooting didn't work. They even replicated the error on their lab (with
my account), and didn't find a solution.

I'm still wondering if there is going to ever be a solution to this problem. I was able to send messages using the website before they linked xbox messages with skype. After that, I haven't been able to send a single message. I can still use the app on my
phone or Windows PC (at work); but at home I want to be able to use my Macbook to send messages while i'm playing. I'm not good with my phone and the keyboard (due to my big fingers).

Thank you again.

Sincerely,

PE

 

Thanks so much for the update! The unfortunate side is that if the phone and Windows PC is working, we do not support the website while on a Macbook. I had another user who was using a Chromebook that we couldn't support, either, since the phone and Windows
devices he had were working.

I get the frustrations behind this situation, but we're unable to troubleshoot any issues on devices that we do not support. If you happen to run into the situation again on the phone app or a Windows 10 device, I will be happy to assist further. Please
do let me know if you see it there in the future. I appreciate your understanding, and am incredibly sorry I can't be of more assistance.

 

Dear Misses Quinzel,

The issue is also occurring on my Windows 10 PC (at work) and in different browsers (IE 11, Chrome, Safari, Firefox, Edge).

The only way I can send messages right now is from the console, from the XBOX app on my cell phone and from the XBOX app on my Windows 10 PC (at work).

With a new account I created for troubleshooting purposes, I was able to send messages through the Xbox Live Website using my Macbook and also on my Windows 10 PC (at work).

The problem is specifically with my gamertag PabloCubs.

Hope someone could help me.

Sincerely,

PE