I cannot alter my pins after the recent automatic forced reset

I cannot alter my pins on my account after this automatic console reset that happened. I have been able to alter pins on a different account (moving, adding and deleting). On my account, I can move the pins around but they just revert back to original position
after a screen refresh. I have deleted apps but they remain in the pins, I cannot delete or add new pins. I have done fix I can and that support has offered.

Posted below is the chat log with all attempts to fix with assistance from support.

An help would be appreciated. Thank You!

Hi, thanks for visiting Xbox Support! I'm Rona Mae S..

4:47 pm


Mehi

4:47 pm


Rona Mae S.Hello, how's your day going?

4:48 pm


MeMy xbox did an automatic reset, and now I can't alter my pins at all

4:48 pm


Rona Mae S.Thank you for bringing this up to us.

4:49 pm


Rona Mae S.Just for clarification, you're having issues with changing pins on console, is that correct?

4:50 pm


Meyes

4:50 pm


Mecan add, remove or even move them

4:50 pm


Mecan't*

4:50 pm


MeI deleted some and they still stay there, did a full factory reset and they still remain whether I installed them or not

4:51 pm


Rona Mae S.Hmm I see. Were you having this issue on Xbox One or Xbox 360 console?


4:52 pm

Methe one

4:52 pm


Rona Mae S.Alright. I'm truly sorry for the trouble that this has caused you. Please don't worry because I'd be more than glad to help you with this.

4:53 pm


Methank you

4:53 pm


Rona Mae S.You're welcome. Let's go ahead and pull up your account first so that I can document everything on the correct account.

4:53 pm


Rona Mae S.May I have the gamertag that you are concerned with, please?

4:54 pm


Me

4:54 pm


Rona Mae S.Thank you!

4:54 pm


Rona Mae S.Currently, account is lock. I need to send a security code on the email or phone number linked on this Xbox Live account . Just a heads up, we won't be able to see on which email and number the system is sending the code to. Once you
received the code, please provide me with it so that we can unlock your account.

4:55 pm


Me *editted for security if needed*

4:55 pm


Me[b]why is it locked?

4:55 pm[/b]

[b]
Rona Mae S.[b]Oh, I mean we cannot access the account here.

4:56 pm[/b]

[b]
Rona Mae S.[b]Account is loading.

4:56 pm[/b]

[b]
Me[b]oh ok

4:56 pm[/b]

[b]
Rona Mae S.[b]And by the way, were you getting an error message or code when you tried to change pins on console?

4:56 pm[/b]

[b]
Me[b]nope, they just won't change. I can move them to a different location but when I refresh the home screen, they go back to the original spot they were in

4:57 pm[/b]

[b]
Me[b]can't add any new ones or delete existing ones, just nothing happens

4:58 pm[/b]

[b]
Rona Mae S.[b]Alright. Let's go ahead and exhaust all necessary troubleshooting steps for us to further isolate the issue, Edward. Please let me know when you're ready and I'll walk you through the steps.

4:59 pm[/b]

[b]
Me[b]ok redy

4:59 pm[/b]

[b]
Me[b]We have fixed an issue that caused some customers to go through the out-of-box-experience again following the most recent system update. For those affected, your games and apps are still installed on the console. Your personal information will be downloaded
when you re-enter your Microsoft Account information during the out-of-box process. If you share your Console with other family members then you will need to ask them to re-enter their Microsoft Account information in the sign-in area of the console. For more
support please go to [URL="http://support.xbox.com/contact-us"]Contact Us | Xbox Support[/URL]

5:00 pm[/b]

[b]
Me[b]that was the message on the website that I experienced if that helps

5:00 pm[/b]

[b]
Rona Mae S.[b]Oh, alright. Thank you for the additional information.

5:01 pm[/b]

[b]
Rona Mae S.[b]To start, please remove account on console but please make sure you can remember account email address and password. We did this to freshen up the account.

*Remove account: Please go to Settings >> Scroll to the right >> Remove accounts >> Select your account and remove it.

5:01 pm[/b]

[b]
Me[b]done

5:02 pm[/b]

[b]
Rona Mae S.[b]Next, we'll set console offline. To do that, please go to settings >> al settings >> network >> network settings >> go offline

5:02 pm[/b]

[b]
Rona Mae S.[b]Then we'll do a full hard reset on your console to freshen up the whole system. This won't affect your games and saved games.

[/b]

[b]>> Here's how: If there's a disc on the console, please eject it first and then kindly press and hold the power button for 15 seconds until console turns off. Once off, unplug the power cord at your wall outlet and remove all wires at the back of your
console. Leave everything off for 3 minutes at least. The 3 minute wait time starts when the LED Light on the power brick turns off.[/b]

[b]
>> After the wait time, plug all the wires back. Make sure everything is tight and secure and then kindly turn your console back on.

5:03 pm

Rona Mae S.[b]Please be extra careful in working with the wires, Edward.

5:03 pm[/b]

[b]
Rona Mae S.[b]After that, we'll set console online and download account.

*Go online: Please go to settings >> al settings >> network >> network settings >> go online[/b]

[b]*Download Profile: Kindly press the Xbox button >> Sign In ( upper-left corner of the screen ) >> Add New or Choose this person.[/b]

[b]
Then please go to settings >> all settings >> account >> privacy and online safety >> Xbox Live privacy >> Please select Adult Defaults

5:04 pm

Rona Mae S.[b]We'll also check if there's an available update on console. To do that, please go to settings >> all settings >> system >> console info and updates >> update console.

5:05 pm[/b]

[b]
Rona Mae S.[b]Please take all the time that you need, Edward.

5:05 pm[/b]

[b]
Me[b]okay, unplugged and waiting

5:07 pm[/b]

[b]
Rona Mae S.[b]Okay, thank you for the update, Edward.

5:08 pm[/b]

[b]
Rona Mae S.[b]Just for clarification, Edward, this issue started to happen after you tried to reset console, is that correct?

5:08 pm[/b]

[b]
Me[b]This happened after the automatic reset that the website mentioned. Everything was 'fixed' except the pins no longer worked properly. I then did a full fatory reset to try to fix the issue

5:09 pm[/b]

[b]
Rona Mae S.[b]Hmm I see.

5:11 pm[/b]

[b]
Rona Mae S.[b]But you were able to move and change pins before, right?

5:11 pm[/b]

[b]
Me[b]yes

5:15 pm[/b]

[b]
Rona Mae S.[b]Alright.

5:15 pm[/b]

[b]
Rona Mae S.[b]Take your time, Edward. I'll be right here.

5:16 pm[/b]

[b]
Me[b]last updated 8/31/2017 3:23 pm

5:17 pm[/b]

[b]
Me[b]all caught up

5:17 pm[/b]

[b]
Rona Mae S.[b]Okay, perfect! Time to check ..

5:17 pm[/b]

[b]
Rona Mae S.[b]Please go ahead and try to alter pins on console again.

5:17 pm[/b]

[b]
Me[b]Nope, still behaving the same

5:18 pm[/b]

[b]
Rona Mae S.[b]Hmm I see. Please allow me a moment to check my resources here, Edward.

5:20 pm[/b]

[b]
Me[b]ok

5:20 pm[/b]

[b]
Rona Mae S.[b]By the way, Edward, you have mentioned that you're able to move pins to different location, did you also save it before you went to home screen?

5:23 pm[/b]

[b]
Me[b]I can move the pins that are already there to different positions, but the return to their original spot after I refresh the screen

5:24 pm[/b]

[b]
Me[b]I am not sure how you save them? They've always just stayed where I put them before

5:24 pm[/b]

[b]
Rona Mae S.[b]Hmm I see. Can you please try to move the pins and check if you'll have the option to save it?

5:25 pm[/b]

[b]
Me[b]Okay, I have moved a pin from the 1st positon to the tenth.

5:25 pm[/b]

[b]
Me[b]there's no message or anything about saving

5:26 pm[/b]

[b]
Me[b]it'll stay there until I hit left trigger, right trigger and y (screen refresh)

5:26 pm[/b]

[b]
Rona Mae S.[b]Was it arrange alphabetically though?

5:27 pm[/b]

[b]
Me[b]nope

5:28 pm[/b]

[b]
Me[b]it was arranged the way I arranged it last time I adjusted my pins

5:28 pm[/b]

[b]
Rona Mae S.[b]Alright. One moment please.

5:29 pm[/b]

[b]
Rona Mae S.[b]Can you please try to log into console with different account and see if you'll be having the same issue?

5:30 pm[/b]

[b]
Rona Mae S.[b]And may I know how many consoles do you have at home?

5:31 pm[/b]

[b]
Me[b]I only have this account, and just the one xbox one s

5:31 pm[/b]

[b]
Rona Mae S.[b]Would you mind to create new account on console for us to isolate the issue?

5:32 pm[/b]

[b]
Me[b]yes, altering pins works for this new account

5:36 pm[/b]

[b]
Rona Mae S.[b]Hmm okay. How about you'll try to change the account password?

5:38 pm[/b]

[b]
Rona Mae S.[b]You can do that by logging into [url='[URL]http://account.live.com/[/URL]']account.live.com[/url]

5:38 pm[/b]

[b]
Rona Mae S.[b]You will have the option to change password beside your email address.

5:39 pm[/b]

[b]
Me[b]okay, password changed

5:40 pm[/b]

[b]
Rona Mae S.[b]Good. Now we'll remove the account on console again.

Remove account: Please go to Settings >> Scroll to the right >> Remove accounts >> Select your account and remove it.

5:40 pm[/b]

[b]
Rona Mae S.[b]Then powercyle by going to settings then select restart

5:41 pm[/b]

[b]
Rona Mae S.[b]Download Profile: Kindly press the Xbox button >> Sign In ( upper-left corner of the screen ) >> Add New or Choose this person.

[/b]

[b]Then please go to settings >> all settings >> account >> privacy and online safety >> Xbox Live privacy >> Please select Adult Defaults[/b]

[b]
5:41 pm

Me[b]ok done

5:45 pm[/b]

[b]
Rona Mae S.[b]Thank you so much for your cooperation, Edward.

5:46 pm[/b]

[b]
Rona Mae S.[b]Let's go ahead and check it again.

5:46 pm[/b]

[b]
Me[b]still the same, can't remove or add pins

5:46 pm[/b]

[b]
Rona Mae S.[b]Oh, I'm truly sorry for the trouble that this has caused you, Edward. It seems that this is a bug that can be fixed by doing full hard reset or restart. You have done your part, Edward and next thing that you can do is to post this concern
on our forum page. no worries, I have documented everything here and I'll ask my colleagues if there were other Xbox users who's having the same issue.

5:53 pm[/b]

[/b]
[b][b]Rona Mae S.[b]Here's the link, Edward: [url][URL="https://forums.xbox.com/en-us/composepost?selectedVenue=5c3a58dc-28b0-48a6-971a-6a7dea7b8d6d_1abe4643-ba73-4bb8-b24a-bc99a5f575e6_44917ec7-d30c-4eda-8ba2-dfd46a895bf7&postType=Discussion"]Sign in to your Microsoft account[/URL][/url]

5:53 pm

[/b][/b][/b]

[/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b]

:)

 

I cannot alter my pins after the recent automatic forced reset

I cannot alter my pins on my account after this automatic console reset that happened. I have been able to alter pins on a different account (moving, adding and deleting). On my account, I can move the pins around but they just revert back to original position
after a screen refresh. I have deleted apps but they remain in the pins, I cannot delete or add new pins. I have done fixes I can and that support has offered.

Posted below is the chat log with all attempts to fix with assistance from support.

Any help would be appreciated. Thank You!

Hi, thanks for visiting Xbox Support! I'm Rona Mae S.. 4:47 pm

Mehi 4:47 pm

Rona Mae S.Hello, how's your day going? 4:48 pm

MeMy xbox did an automatic reset, and now I can't alter my pins at all 4:48 pm

Rona Mae S.Thank you for bringing this up to us. 4:49 pm

Rona Mae S.Just for clarification, you're having issues with changing pins on console, is that correct? 4:50 pm

Meyes 4:50 pm

Mecan add, remove or even move them 4:50 pm

Mecan't* 4:50 pm

MeI deleted some and they still stay there, did a full factory reset and they still remain whether I installed them or not 4:51 pm

Rona Mae S.Hmm I see. Were you having this issue on Xbox One or Xbox 360 console?

4:52 pm

Methe one 4:52 pm

Rona Mae S.Alright. I'm truly sorry for the trouble that this has caused you. Please don't worry because I'd be more than glad to help you with this. 4:53 pm

Methank you 4:53 pm

Rona Mae S.You're welcome. Let's go ahead and pull up your account first so that I can document everything on the correct account. 4:53 pm

Rona Mae S.May I have the gamertag that you are concerned with, please? 4:54 pm

Me 4:54 pm

Rona Mae S.Thank you! 4:54 pm

Rona Mae S.Currently, account is lock. I need to send a security code on the email or phone number linked on this Xbox Live account . Just a heads up, we won't be able to see on which email and number the system is sending the code to. Once you received
the code, please provide me with it so that we can unlock your account. 4:55 pm

Me *editted for security if needed* 4:55 pm

Mewhy is it locked? 4:55 pm

Rona Mae S.Oh, I mean we cannot access the account here. 4:56 pm

Rona Mae S.Account is loading. 4:56 pm

Meoh ok 4:56 pm

Rona Mae S.And by the way, were you getting an error message or code when you tried to change pins on console? 4:56 pm

Menope, they just won't change. I can move them to a different location but when I refresh the home screen, they go back to the original spot they were in 4:57 pm

Mecan't add any new ones or delete existing ones, just nothing happens 4:58 pm

Rona Mae S.Alright. Let's go ahead and exhaust all necessary troubleshooting steps for us to further isolate the issue, Edward. Please let me know when you're ready and I'll walk you through the steps. 4:59 pm

Meok redy 4:59 pm

MeWe have fixed an issue that caused some customers to go through the out-of-box-experience again following the most recent system update. For those affected, your games and apps are still installed on the console. Your personal information will be downloaded
when you re-enter your Microsoft Account information during the out-of-box process. If you share your Console with other family members then you will need to ask them to re-enter their Microsoft Account information in the sign-in area of the console. For more
support please go to Contact Us | Xbox Support 5:00 pm

Methat was the message on the website that I experienced if that helps 5:00 pm

Rona Mae S.Oh, alright. Thank you for the additional information. 5:01 pm

Rona Mae S.To start, please remove account on console but please make sure you can remember account email address and password. We did this to freshen up the account. *Remove account: Please go to Settings >> Scroll to the right >> Remove accounts >> Select
your account and remove it. 5:01 pm

Medone 5:02 pm

Rona Mae S.Next, we'll set console offline. To do that, please go to settings >> al settings >> network >> network settings >> go offline 5:02 pm

Rona Mae S.Then we'll do a full hard reset on your console to freshen up the whole system. This won't affect your games and saved games.

>> Here's how: If there's a disc on the console, please eject it first and then kindly press and hold the power button for 15 seconds until console turns off. Once off, unplug the power cord at your wall outlet and remove all wires at the back of your console.
Leave everything off for 3 minutes at least. The 3 minute wait time starts when the LED Light on the power brick turns off.

>> After the wait time, plug all the wires back. Make sure everything is tight and secure and then kindly turn your console back on.

5:03 pm

Rona Mae S.Please be extra careful in working with the wires, Edward. 5:03 pm

Rona Mae S.After that, we'll set console online and download account. *Go online: Please go to settings >> al settings >> network >> network settings >> go online

*Download Profile: Kindly press the Xbox button >> Sign In ( upper-left corner of the screen ) >> Add New or Choose this person.

Then please go to settings >> all settings >> account >> privacy and online safety >> Xbox Live privacy >> Please select Adult Defaults

5:04 pm

Rona Mae S.We'll also check if there's an available update on console. To do that, please go to settings >> all settings >> system >> console info and updates >> update console. 5:05 pm

Rona Mae S.Please take all the time that you need, Edward. 5:05 pm

Meokay, unplugged and waiting 5:07 pm

Rona Mae S.Okay, thank you for the update, Edward. 5:08 pm

Rona Mae S.Just for clarification, Edward, this issue started to happen after you tried to reset console, is that correct? 5:08 pm

MeThis happened after the automatic reset that the website mentioned. Everything was 'fixed' except the pins no longer worked properly. I then did a full fatory reset to try to fix the issue 5:09 pm

Rona Mae S.Hmm I see. 5:11 pm

Rona Mae S.But you were able to move and change pins before, right? 5:11 pm

Meyes 5:15 pm

Rona Mae S.Alright. 5:15 pm

Rona Mae S.Take your time, Edward. I'll be right here. 5:16 pm

Melast updated 8/31/2017 3:23 pm 5:17 pm

Meall caught up 5:17 pm

Rona Mae S.Okay, perfect! Time to check .. 5:17 pm

Rona Mae S.Please go ahead and try to alter pins on console again. 5:17 pm

MeNope, still behaving the same 5:18 pm

Rona Mae S.Hmm I see. Please allow me a moment to check my resources here, Edward. 5:20 pm

Meok 5:20 pm

Rona Mae S.By the way, Edward, you have mentioned that you're able to move pins to different location, did you also save it before you went to home screen? 5:23 pm

MeI can move the pins that are already there to different positions, but the return to their original spot after I refresh the screen 5:24 pm

MeI am not sure how you save them? They've always just stayed where I put them before 5:24 pm

Rona Mae S.Hmm I see. Can you please try to move the pins and check if you'll have the option to save it? 5:25 pm

MeOkay, I have moved a pin from the 1st positon to the tenth. 5:25 pm

Methere's no message or anything about saving 5:26 pm

Meit'll stay there until I hit left trigger, right trigger and y (screen refresh) 5:26 pm

Rona Mae S.Was it arrange alphabetically though? 5:27 pm

Menope 5:28 pm

Meit was arranged the way I arranged it last time I adjusted my pins 5:28 pm

Rona Mae S.Alright. One moment please. 5:29 pm

Rona Mae S.Can you please try to log into console with different account and see if you'll be having the same issue? 5:30 pm

Rona Mae S.And may I know how many consoles do you have at home? 5:31 pm

MeI only have this account, and just the one xbox one s 5:31 pm

Rona Mae S.Would you mind to create new account on console for us to isolate the issue? 5:32 pm

Meyes, altering pins works for this new account 5:36 pm

Rona Mae S.Hmm okay. How about you'll try to change the account password? 5:38 pm

Rona Mae S.You can do that by logging into account.live.com 5:38 pm

Rona Mae S.You will have the option to change password beside your email address. 5:39 pm

Meokay, password changed 5:40 pm

Rona Mae S.Good. Now we'll remove the account on console again. Remove account: Please go to Settings >> Scroll to the right >> Remove accounts >> Select your account and remove it. 5:40 pm

Rona Mae S.Then powercyle by going to settings then select restart 5:41 pm

Rona Mae S.Download Profile: Kindly press the Xbox button >> Sign In ( upper-left corner of the screen ) >> Add New or Choose this person.

Then please go to settings >> all settings >> account >> privacy and online safety >> Xbox Live privacy >> Please select Adult Defaults

5:41 pm

Meok done 5:45 pm

Rona Mae S.Thank you so much for your cooperation, Edward. 5:46 pm

Rona Mae S.Let's go ahead and check it again. 5:46 pm

Mestill the same, can't remove or add pins 5:46 pm

Rona Mae S.Oh, I'm truly sorry for the trouble that this has caused you, Edward. It seems that this is a bug that can be fixed by doing full hard reset or restart. You have done your part, Edward and next thing that you can do is to post this concern on
our forum page. no worries, I have documented everything here and I'll ask my colleagues if there were other Xbox users who's having the same issue. 5:53 pm

Rona Mae S.Here's the link, Edward: Sign in to your Microsoft account
5:53 pm

 

So how can I pin things after this recent update

So my pins have survived the recent update (unlike my movies and t.v wishlist) however I can't seem to pin anything to my homepage even though I still have pins and I was wondering how to do that.

 

have you set your xbox one console to energy saving mode.

 

It is currently set as Instant-On, I can turn it to energy saving though. Not sure how that would help, the other account I tried with pins worked with this setting.

I gave it a try and the power setting did not change the status of my primary accounts pins.