Failure to apply update since 12/05/14, chat reps impotent

Aiza V.: Hello, thank you for contacting Xbox Customer Support. My name is Aiza V.. Please give me a moment to review your question.

Aiza V.: Hi. How are you?

Chris: Since the last chat, many of your customers have come forth with the same problem, leaving me with the impression that it's not my Xbox that's the issue.

Chris: I'm not OK.

Aiza V.: I am sorry for that Chris. I completely understand what you are coming. No worries, I will do my best to help you with this one.

Aiza V.: As I understand you are having issue doing a system update in your console, is that corrrect?

Chris: Yeas

Chris: yes

Aiza V.: Alright. Thank you for confirming Chris. By the way,may I ask what console are you using?

Chris: Xbox 360 Slim

Aiza V.: I see. Thank you for that information. By the way, would you mind me asking what troubleshooting steps have you already performed Chris/

Aiza V.: And just to check, what is that error that you are receiving Chris?

Chris: I've already cleared the system cache, tried to install the update via usb drive, power cycled the system, reformatted the system, reset the internet in my house, and probably a couple more steps that I can't recall.

Chris: The error ending in 000e, pertaining to failing to install an update

Aiza V.: I see. Thank you for that information Chris. Just to check, have you tried doing offline system update?

Chris: yes, with a usb drive

Aiza V.: I see. Just to check, when you did offline system update have you received any error message or code aside from the one you provided?

Chris: no, the same code

Aiza V.: I see. By the way, have you tried removing and put back again your hard drive then do the update Chris?

Chris: yes

Aiza V.: I see. Upon doing offline system update, did you make sure that there is no any internet connection that your console is receiving?

Chris: I deleted the wireless connection from the connection settings

Aiza V.: Thank you for that information Chris. Would you mind me asking for some minutes to check this further?

Chris: ok

Aiza V.: Alright. Upon checking Chris, since you have done all the possible steps that resolve this issue. Would you mind me asking are you open to the idea of sending your console to repair?

Chris: Well, sort of. Since it's out of warranty, I would have to pay for a repair order. The thing that bothers me about that, though, is that I've been reading that a number of your other customer have been experiencing
similar problems, so I feel that the system is currently not working because of the update and not because of my system.

Aiza V.: I understand what you are feeling regarding this one Chris.

Aiza V.: By the way, the system update that we are doing has something to do about the console, to check if the console can detect or be updated, if it will not able to update then the console must be send to repair to permanently fix the
issue.

Aiza V.: And also, since there are others who are receiving this kind of issue, most of them was resolved by doing those steps. I hope you understand.

Chris: No, not really. All I understand is that I bought an Xbox, I pay for Xbox Live, and then an update, done by Microsoft, took away the property I purchased and made me unable to access a service that I'm paying you
for. It feels like my Xbox is being stolen from me, then ransomed for a service fee to make it work again.

Aiza V.: I completely understand you with that Chris. And we really value a loyal customer like you. Believe me this is not the experience that we want to give you.

Aiza V.: We usually do monthly update to give better services offered and give more satisfaction to a loyal customer like you. I am also a gamer and I totally understand what you are coming, it is just that when we do the update the system
detected and diagnose even hardware error in some console. I hope you understand Chris.

Aiza V.: I hope I didn’t lose you yet. Are we still connected?

Aiza V.: I haven’t heard from you for a while now. Do you still need assistance?

Chris: Yes, but I suppose there's nothing left to say. I'll just go over to a game store, trade in my Xbox, and stop using your services. I'm not going to go out and buy another one, since you might just break that one,
too.

:)

 

Error 0x87DD0013 ,, can't log into Xbox live app

Hi,

New Update: After reading a discussion here in the support forum I was able to get into the log file of the app at:

AppData\Local\Packages\Microsoft.XboxApp_8wekyb3d8bbwe\LocalState\XboxLiveApp.log

here its content if it could help the developers in anyway cuz I really need to use my Xbox App ASAP!!!

05/14/2016 20:39:15 | UTC : 05/14/2016 17:39:15 App> DeviceFamily is Desktop.

05/14/2016 20:39:15 | UTC : 05/14/2016 17:39:15 App> OnLaunched: Kind = Launch, PrelaunchActivated = False, PreviousState = ClosedByUser

05/14/2016 20:39:15 | UTC : 05/14/2016 17:39:15 XCEReporter> ReportAppInitialize: OnLaunched time: 2016-05-14T17:39:15.8373166Z elapsedTime: 14

05/14/2016 20:39:15 | UTC : 05/14/2016 17:39:15 App> OnLaunched: Completed.

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 NetworkConnectionUtility> IanaInterfaceType = 71

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 LocalizationService> CatalogCultureForDevice: Using (en-SA) built culture: (en-SA)

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 ActivationManager> Activate. isBackgroundTask? False. AllowUI ? True

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 ActivationManager> Activate. initializationCompletionSource is not null. Waiting for completion.

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 ActivationManager> UpdateCurrentState: Activating

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 SignInManager> SignIn. allowUi? True

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 SignInViewModel> UpdateState state=SigningIn, errorCode=None

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 DownloadManager> Loading background downloads: 0

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 App> Application Version: 15.17.3003.00000

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 App> EnsureAppInitialized: Creating root frame and navigating to home

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 XCEReporter> ReportAppInitialize: EnsureAppInitializedEnd time: 2016-05-14T17:39:16.7633286Z elapsedTime: 926

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 SignInManager> CreateXboxWebTokenRequest: No ServiceRequest endpoint specified, using
https://xboxlive.com

05/14/2016 20:39:16 | UTC : 05/14/2016 17:39:16 XCEReporter> ReportAppLaunchEvent: launchType: Unauth currentUserId: Unauth protocol: deviceType: windowWidth: 1200 windowHeight: 932 language: en-US locale: en-US

05/14/2016 20:39:17 | UTC : 05/14/2016 17:39:17 SignInManager> GetTokenInternalWithUi

ResponseError:

ResponseStatus: UserInteractionRequired

ResponseData: 0

05/14/2016 20:39:17 | UTC : 05/14/2016 17:39:17 SignInManager> CreateXboxWebTokenRequest: No ServiceRequest endpoint specified, using
https://xboxlive.com

 

0x87DD0003 when trying to log into the Xbox app

if it's any help I think I've found the log file in AppData\Local\Packages\Microsoft.XboxApp_8wekyb3d8bbwe\LocalState\XboxLiveApp.log, which has the following errors:

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 App> DeviceFamily is Desktop.

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 App> OnLaunched: Kind = Launch, PrelaunchActivated = False, PreviousState = ClosedByUser

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 XCEReporter> ReportAppInitialize: OnLaunched time: 2016-05-12T21:41:59.7727616Z elapsedTime: 0

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 App> OnLaunched: Completed.

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 LocalizationService> CatalogCultureForDevice: Using (en-GB) built culture: (en-GB)

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 ActivationManager> Activate. isBackgroundTask? False. AllowUI ? True

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 ActivationManager> Activate. initializationCompletionSource is not null. Waiting for completion.

05/12/2016 22:41:59 | UTC : 05/12/2016 21:41:59 NetworkConnectionUtility> IanaInterfaceType = 6

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 ActivationManager> UpdateCurrentState: Activating

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 SignInManager> SignIn. allowUi? True

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 SignInViewModel> UpdateState state=SigningIn, errorCode=None

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 DownloadManager> Loading background downloads: 0

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 App> Application Version: 15.17.3003.00000

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 App> EnsureAppInitialized: Creating root frame and navigating to home

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 XCEReporter> ReportAppInitialize: EnsureAppInitializedEnd time: 2016-05-12T21:42:00.5718490Z elapsedTime: 799

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 SignInManager> CreateXboxWebTokenRequest: No ServiceRequest endpoint specified, using
https://xboxlive.com

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 SignInManager> GetTokenInternalWithUi

ResponseError:

ResponseStatus: UserInteractionRequired

ResponseData: 0

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 SignInManager> CreateXboxWebTokenRequest: No ServiceRequest endpoint specified, using
https://xboxlive.com

05/12/2016 22:42:00 | UTC : 05/12/2016 21:42:00 XCEReporter> ReportAppLaunchEvent: launchType: Unauth currentUserId: Unauth protocol: deviceType: windowWidth: 1200 windowHeight: 932 language: en-GB locale: en-GB

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 SignInManager> Get Token Failure

ResponseStatus: UserCancel

SmartGlass Error Code: Authentication_WebToken_UserCancel

Message:

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 SignInManager> GetTokenInternalWithUi

ResponseError:

ResponseStatus: UserCancel

ResponseData: 0

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 SignInManager> GetTokenInternalWithUi. Failed while retrieving token or rps ticket. Invalidating cache.

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 SignInManager> Authentication_WebToken_UserCancel

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 SignInManager> Caught Exception:

Context: Failed to get xtoken. SmartGlassErrorCodeAuthentication_WebToken_UserCancel

Type: SmartGlass.Common.Model.ModelException

Details: Unable to retreive a token.

Message: SmartGlass.Common.Model.ModelException: Unable to retreive a token.

at XboxApp!<BaseAddress>+0x1672285

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 ContentHost> HandleSignInStateMessage. Setting allowAppDeactivation: True

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 SignInViewModel> UpdateState state=ErrorSigningIn, errorCode=Authentication_WebToken_UserCancel

05/12/2016 22:42:04 | UTC : 05/12/2016 21:42:04 ActivationManager> Activate. Completed.

 

I am sorry to hear about this Chris. Seeing how you've said that there has been multiple people with this issue brings me up to the conclusion that this error had something to do with the issues Xbox live has been experiencing a while back. Personally, I
don't think a repair would be necessary to fix an issue involving an Xbox not downloading an update however, I would give Microsoft a call that way you can find out what the real issue is.