Downloaded a game and it’s not working

NathanJohnston2 · Oct 26, 2018

I downloaded black ops 4 off the store and i waited ages on it installing and then it says when i click on it it goes to getting your game ready and then goes on do u own this game or app and gives me an option to see in microsoft store or cancel or help
and when i click on go on the store it says ive allredy baught it it says this product is allredy installed and it dosnt let me play it plz help fix this please thank you

:)

EggsBoxJuan · Oct 26, 2018

Downloaded a game and it’s not working

Hi, did you pre order the game ? It could be that your payment was declined for some reason in which case the game would be on your Xbox but also be unplayable until you actually pay for it.

NathanJohnston2 · Oct 26, 2018

Downloaded a game and it’s not working

Its not on my order history but i baught it and when im on the store it says installed and click play and brings me back to the store and but it still gives me an option to buy it again

XBF Diego M · Oct 26, 2018

Hey Nathan,

I'm sorry to hear about the issue being experienced with BO4 not launching. I'd be happy to help.

I would suggest to perform a complete
power cycle on your console.

Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10 seconds until it shuts down completely.

Unplug the console's power cable. Wait 5 minutes.
Important Be sure to wait 5 minutes. This step resets the power supply.

Plug the console power cable back in.

Press the Xbox button on your console to turn on the Xbox One.

Try that out and let us know the results!

NathanJohnston2 · Oct 27, 2018

Sorry diago but didnt fix the problem

XBF Diego M · Nov 2, 2018

Hey Nathan,

I'm sorry to hear the power cycle didn't fix the problem.

The next step to try for this issue is a soft factory reset.
Make sure before you reset your Xbox that you know your email and password for your account and a stable network connection. Follow the link I provided and make sure to select "Reset & Keep my games & apps".

This will restore the operating system, re-download your profile and it's content, and clear any potential corruption in the software.

Try that out and let us know the results!

javiferreyra

It happened to me the same, but I have the 4GB version of XBOX , so I bought something that I cannot use ??? I did not get the warn ??? how is that possible ???

steeledwand7664

Did you preorder it?

If yes. let me explain the preorders.

When a preorder is done with a credit/debit card the card is not charged till approximately 10 days prior to the game being released. It will allow you to download the game so that you are ready to play it when the game is released and you do not have to
wait for the game to download once its released. But if for some reason when MS tries to take the money off the card and the 10 days prior to release mark and they cant they will cancel your order and take the license away from your account. (the game will
still be downloaded to your console) but when you try and play it because the license was taken away from your account you will get the message that you are seeing.

Now you say that it is NOT in your order history even if you preordered it and it was cancelled it will show in your order history as being cancelled. If it is not in your order history for the account that you are signed into then it was never bought on
that account and you would need to figure out what account it was bought on and sign into that one on your console to play the game.

XBF Nestor S

Hey Nathan thanks for the reply!

We are sorry this issue is still persisting, at this time we suggest firstly to check out the

Order History on the Microsoft account to make sure the licensing isn't the issue here. Now if all checks out on that end we would then suggest

Removing and Re-adding the account from the console to clear up any issues that might be arising on it. Give it a shot and let us know how it goes so we can further assist in this or any other issue or inquiry!!

XBF Lance J

Hey Nathan,

Sorry to hear about the game, let's try to get you back on that Prestige grind! We suggest you try

uninstalling the game and redownloading it by doing the following:

From Home, select My games & apps, and then select
See all.
When you’ve highlighted something to uninstall, press the Menu button on your controller.
Select Manage game & add-ons, then Uninstall all.

Let us know if this helps!

NathanJohnston2

Sorry diago but didnt fix the problem

Downloaded a game and it’s not working