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LoudnProudSort · Jul 5, 2019

So my console allows me to log into my account but it is unable to connect to xbox live... I was able to run a network test and that came back good, however the multiplayer test arem't able to finish and I've reset my router, xbox, unplugged and plugged
in my xbox, and I say suggestion to reset my xbox but even that won't load so I'm stuck.

:)

LoudnProudSort

I accidentally replied to the wrong person, my response is in the thread

LoudnProudSort

But it said it was unable to load and says if I continue with the reset, my stuff will get erased. All except for the accounts that have set the xbox as the home. So from that I am assuming that I would have to install all my games and apps again.

TubularBear4002

Dont do that its a problem on xbox side they are working to fix it

XBF Felixx P

Hey LoudnProudSort,

Thank you for reaching out to Xbox forums support. If you haven't already done so, go ahead and try performing a Soft console Factory
reset on your console by doing the following:

Press the Xbox button to open the guide.
Select Settings.
Select All Settings.
Select System.
Select Console info & updates.
Select Reset console. [KEEP MY GAMES AND APPS]

Make sure you have both your email and password on hand as you will be asked to sign back in. There is an option to delete everything and to save your games and apps; choose the latter.

Hope this helps!

Felix

Xbox forums support

XBF Diego M

Hi LoudnProudSort,

Thank you for the update. If the system is asking you to buy a game you have installed, then the account you re-added does not own the license to play those games and they were bought using a different account that was at some point added to your Xbox
to allow the game to install which then allowed your account to play the game on your Xbox due to the

Home Console game sharing feature. You can confirm whether or not your account purchased the game and owns the license to play by reviewing your Microsoft Account's order history. You can view it online from account.microsoft.com/orders
or from your Account settings on the Xbox. The reset removes all accounts that are on your Xbox, so this was likely the cause.

At this point, I recommend getting in contact with Xbox customer support to review your account with you (since we do not have the tools to do so on the forums) and possibly figure out what account those games were purchased from.

Contact us here
Select Xbox One
Select See other options
Select Payment & billing under Account management
Select show contact options and go to step 4
Select request a call from support if available or there should be a number for you to call

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