Home Console (broken since switching from One to Series consoles)

cruz878 · Oct 18, 2022

Hello,

Ever since switching from Xbox One to Xbox Series consoles my "Home Console" has not worked correctly. I have been troubleshooting this on/off over the past year with no success. Just today I spent 1 hour with Xbox phone support who were unable to offer any assistance or shed any insight into what is going on. After putting me on hold multiple times the phone rep eventually just disconnected the call.

My hardware as it stands:

XSX

XSS

XboxOneS

XbosOneS Digital Edition

Everything worked perfectly fine with the XboxOne's but when we got the XSS/XSX we were never able to get either set as the "Home" console. It seems as though the XboxOneS (above) was permanently stuck. At least until I reset it today at the behest of phone support. What I need is the XSS set to "Home" and others can be signed in at which ever I am playing on at the time.

None of the consoles indicate they are actively the "Home" console despite the fact I know for a fact the XboxOneS has been functioning as the "Home" as my son and I were able to play the same game together across the house.

The profile status for Home console says 0 of 5 remaining however I have not been able to switch "Home" consoles in over 2yrs since moving to the Series so I have no idea what has eaten up the changes. Per phone support there is an appeal process but it can only be accessed from the console itself and mine prompts no such action (tried 3 different Xbox and fully reset each). The last time I was troubleshooting this (6+ months ago) this message was not displayed in profile > Home console but rather I had to follow a link to a website the showed I did have resets remaining. The end result was exactly the same either way, I click to make the console home, the wheel spins for 30 seconds and then it clear without error. I can click this over and over again on any of the Xbox and the symptom is/was exactly the same.

From my perspective there is clearly an issue on the account side however getting someone who can offer any help at Microsoft is seemingly an impossible task.

I have been a XBOX Live subscriber (GT: DmC 878) for almost 20yrs now so trying my best to get this fixed but I am honestly just about at my wits end with it and ready to switch. Does anyone know how to get in touch with someone at Microsoft who can help with this?

Thanks in advance!

:)

Georges C.

Hello again, you have to click on the link below and choose the option:

Try our virtual agent

Get fast automated support, 24/7

After passing through the virtual agent will be attended by a person who can help you.

https://support.xbox.com/en-us/contact-us

Georges C.

Hello again, this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and neither your account, we can not check what is wrong with it.

Ideally, you would contact Microsoft support directly via chat, as only they can help you with this issue.

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello cruz878, this is really weird because the Home Console is related to the account and not to the console.

If none of your consoles your account appears as primary it may be a matter of visibility or the account does not have any more exchanges for home console.

An effective way to make a Home Console account on an Xbox is to reset the console from the factory, and the first account to sign in to the console will become Home console, ideally doing so on the console that it was already as Home Console previously.

How home Xbox and game sharing work

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

cruz878

Xbox support was no help with this issue but I ultimately got to the bottom of it so wanted to update this post for anyone else who may stumble across it.

Ultimately the root cause of my problem was my Pihole. Apparently if you are blocking the URL used for "Home Console" activation check it does not report a communication error but rather returns a 0 of 5 remaining message. Since all other Xbox services function fine via my Pihole config (and have for years) I overlooked it being a possible cause. I did not determine the exact URL call for home activation check but a temporary disable of the Pihole while I moved the home console took care of the issue and I was able to immediately re-enable it post the switch.

Georges C.

Hello again, here by the community it is not possible to make the transfer to the support, when choosing the chat see the hours of service, only within the hours of service will be able to be transferred to talk to an agent who can help you.

Home Console (broken since switching from One to Series consoles)