Latest update HELP! (30 Mar 2017) External Hard Drive not recognised after updating.

Hi,

Your smiley face is less than comforting and really a little patronising...

I fail to see how your solution has helped me out in any way? It was clearly an issue with the roll out of the new update and its programming was unable to read my discs... a reformat, not required pre-update or on any other pre update console (post update
on my console) simply gets you off the hook! Pre update my drives were NTFS and after reformatting they still are so I assume your software would not read the boot partition? Having an advanced knowledge of computers I needed to 'fix' the Xbox boot partition
to be able to even recognise the drive on a computer to enable reformatting. Your solution is unsatisfactory and will be costly in both download time (50 days to refill both drives) and effort & internet costs... if I were a developer I would reall want to
know what errors people were experiencing so I could fix the problem!

I would appreciate it if you could step outside of your flowchart and pass this issue on to someone who cares.

Kind regards,

Ben.

Hey again, Ben.

If your third-party device is now being recognized after reformatting it, then the issue of it not being recognized has been resolved. Since the issue no longer occurs after reformatting, there isn't anything to investigate. Reformatting is a
required step when we bring this up with engineers; they want to ensure everything possible has been done before considering it an issue.

I do not mean to come across as patronizing. There's a specific threshold of troubleshooting we have to meet to be able to have other teams look into issues, and we haven't met that here. It's unfortunate and frustrating, for even myself, as the issue may
still be there. Mentioned before, if the drive still wasn't recognized after reformatting, we would look into other troubleshooting steps and getting this to the right teams.

Since reformatting has enabled the console to recognize the external hard drive, the original complaint has been addressed. I get that slow internet speeds can impact users negatively, I really do. The US has pretty decent internet for more populated areas,
and I know that the rest of the world doesn't; even the US has some connections that aren't ideal for Xbox Live and we have to explain that to customers as well.

The best suggestion we can offer is to download the games from a faster internet connection you may have access to; a friend, family member, or even your workplace (seriously, we have employees on my team that bring in their console to download games because
their internet at home isn't great). This would help out with the slow speeds issue for downloading the games again. For ensuring you know that content is being reported to engineers, you can always join up the Insider Program by downloading the Insider Hub
from the Xbox One Store. This would give you access to early releases of the OS, betas for games, and other items. Since it is essentially beta testing our software, you could run into other issues, but you can report them directly from your console.

I am sincere in saying that I'm sorry this has caused an inconvenience. However, at this time, there's nothing further we can do since the drive is now being recognized. Please do let me know if you have any other concerns.

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Xbox Forums Staff



Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

to clarify again, I have completed your recommended steps in full. And yes now I have reformatted my drives also... they now work. This I assume now means you have corrected my problem by asking me to reformat my drives?... your (Xbox) update would not read
them correctly after it was applied but both drives were still readable on non updated consoles (this clearly must be an error with the software coding).

Now that I have completed these steps I no longer have any games to play, neither does my son... my internet is painfully slow for downloading. Perhaps I'll just not bother.

Now that I have completed these steps for you can you tell me what you are going to raise with your 'teams' and then how you will fix my problem of having no games to play?

I would appreciate your compensation.

Since a reformatting has resolved your issue, there is no need to pass this information on to any other teams that would look into this. If it were a case of the reformatting not working and the hard drive was still visible on other devices, then we would
be able to look into next options.

We are unable to provide any form of compensation. You are more than welcome to reach out to our phone or chat support via our
Contact Us page to see if they have any other options, however we cannot guarantee anything would be provided.

If you need assistance with any other support issues, be sure to post up a new detailed thread so that our community can work on helping you out.

--------------------------------------



Xbox Forums Staff



Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

Hi,

Your smiley face is less than comforting and really a little patronising...

I fail to see how your solution has helped me out in any way? It was clearly an issue with the roll out of the new update and its programming was unable to read my discs... a reformat, not required pre-update or on any other pre update console (post update
on my console) simply gets you off the hook! Pre update my drives were NTFS and after reformatting they still are so I assume your software would not read the boot partition? Having an advanced knowledge of computers I needed to 'fix' the Xbox boot partition
to be able to even recognise the drive on a computer to enable reformatting. Your solution is unsatisfactory and will be costly in both download time (50 days to refill both drives) and effort & internet costs... if I were a developer I would reall want to
know what errors people were experiencing so I could fix the problem!

I would appreciate it if you could step outside of your flowchart and pass this issue on to someone who cares.

Kind regards,

Ben.

You don't have to assume anything... I did say twice that I'd already carried out all the steps!

As for reformatting a drive because the Xbox update has a disc reading error (your new software code) surely that is not a fix... that is a cover for the errors in the update. I have an 8mb connection and neither my son nor I have any discs so all games
will need downloading again... that's 4TB (almost) to be downloaded! By my calculations that's almost 50 days!

Thanks, Me Oderberg. Again, "carried out all the steps" doesn't specify what steps you have completed for us. There are several steps for a variety of different issues, and it's not specific enough for us to understand what you have done.

The unfortunate side is that, even if it is an error in the software, reformatting your hard drive is a required troubleshooting step for us to even bring this up to any teams that would look into this. Let me know once you're able to carry that out so that
we can look at our next steps afterwards. I appreciate your understanding.

--------------------------------------



Xbox Forums Staff



Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

If you see my original post you'll notice I've already done all the steps Microsoft recommend. (BTW Your link above is broken).

My son has now been forced to update his console and now his hard drive is not recognised either! Exactly the same model as mine!

I've also seen this post too:

https://www.gamefaqs.com/boards/691088-xbox-one/75199151

The guy who posted above is having the exact same issues... any idea what I'm supposed to do?

Thanks for the clarification, Ben. You had only mentioned a few things you have tried, and we cannot assume that everything has been attempted. This is to avoid the simple things resolving what seems to be a complex issue. I was able to try out my link
and it loaded without any issue. If you haven't found what I was linking to already, you can try out

this localized link to the US, however we try not to send links with the localization tags in them.

If you try all the steps out there (only if you haven't already after looking over them), the only other option we have is formatting the external drive on a PC. We have found that others complaining of this are resolved after that. I do understand that
this isn't an ideal situation as data caps and speeds can affect downloading games again. However, this is a necessary troubleshooting step if we need to look into this a bit deeper.

Let me know how this all works for you!

--------------------------------------



Xbox Forums Staff



Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

You don't have to assume anything... I did say twice that I'd already carried out all the steps!

As for reformatting a drive because the Xbox update has a disc reading error (your new software code) surely that is not a fix... that is a cover for the errors in the update. I have an 8mb connection and neither my son nor I have any discs so all games
will need downloading again... that's 4TB (almost) to be downloaded! By my calculations that's almost 50 days!

Hey there everyone,

We do have a guide for external storage device issues. It's best to try them to see if it helps out.

Troubleshoot External Storage on Xbox One

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Xbox Forums Staff

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