I can't sign into the Xbox app on my Samsung Smart TV, what should I do?

Thanks so much for getting back to me! This isn't on a console, this is on the Samsung Smart TV Xbox Cloud Gaming. The issue is that I'm not even able to sign in at all. I've tried clearing the cache several times, too, but it's never worked. Also, the thing isn't giving me an error code, but I am seeing some string of random characters in the bottom left part of the screen. I can provide a photo of the screen, if you'd like.

Hello Clark Hubbert,

Thank you for posting in the Microsoft Community.

I can see that you are experiencing this issue with the Xbox TV app. This error message usually indicates a problem with your network connection or your account settings. Here are some steps you can try to resolve it:



- Check your network connection and make sure it is stable and fast enough for streaming. You can test your network speed and latency on your Xbox console or on the Xbox app on your TV.

- Sign out of your Xbox account on the TV app and sign in again. Make sure you enter your email and password correctly and that you have a valid subscription to Xbox Game Pass Ultimate or Xbox Live Gold.

- Clear the cache and data of the Xbox app on your TV. This will delete any temporary files that might be causing the error. To do this, go to the settings of your TV, find the apps section, select the Xbox app, and choose clear cache and data. Then, launch the app again and sign in.

- Restart your TV and your Xbox console. Sometimes, a simple reboot can fix many issues. Turn off both devices, unplug them from the power source, wait for a few seconds, and plug them back in. Then, turn them on and try to sign in again.



If none of these steps work, please contact us again and provide us with more details about your TV model, your Xbox console model, and the error code you see on the screen. We will do our best to help you fix this issue as soon as possible.



Thank you for choosing Xbox and have a great day!

I have uninstalled and reinstalled the app, and it is the only app on my TV that I'm having issues with. All other apps I can sign into just fine.

Hello Clark Hubbert,

Thank you for your response.

Have you tried using a wired connection?

If it's possible for you to uninstall and reinstall the app, can you do this as well?

Are you using a custom DNS server?

Have you tried rebooting your modem or router? If not, perform this.

Is this the only application that you are having issues with?

Have you tried logging in with other TV applications that require login credentials as well?

Hello Clark Hubbert,

Thank you for your response.

After further consultation and research, we recommend that you speak with our live support. Due to the complexity of the issue, it’s best to work with them as they have the necessary tools to further diagnose the issue and provide you with a timely resolution.

To contact live support, please follow the guide below:

1. Please use this link: Contact us | Xbox Support
   
   1. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
      
   2. If not, please select the country/region it is showing and select the correct one among the list.
      
   3. Make sure to use to check the available contact times of the support.
      
   4. Select the "Contact Us" button
      
   5. Select the drop-down menu options that will match your concern.
      
   6. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
      
   7. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
      
   8. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
      
   9. Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.