Missing Games after installing Preview Dashboard

Reference Number: [MOD REMOVED]

You are now chatting with 'Josh'

Josh: at 22:09:03

Hello, thank you for contacting Xbox Customer Support. My name is Josh. How can I help you today?

Josh: at 22:12:28

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

you: at 22:30:28

Hi, certain games are not starting on my Xbox One. Specifically NHL 16 and Rory McIlroy PGA Tour. I've tried hard resets and I have just factory reset. Initially, the title card for the game would flash up, hang there, then crash and give an error message
saying the game was taking too long to start. Now, after factory resetting, on NHL 16 when I try to open the game it says "Just getting your game ready" for a brief moment then another message saying "Something went wrong. Give it another try. If this happens
again, let us know by entering 0xc03f6508 at xbox.com/errorhelp so we can investigate.

you: at 22:31:02

I typed that error code in at Xbox.com/errorhelp and it did not find a matching error.

Josh: at 22:13:33

Thank you for bringing this error on your games and would be glad to get it working for you.

you: at 22:31:26

This has been going on for several days.

Josh: at 22:13:39

May I have your name and Microsoft account please?

you: at 22:32:21

My legal name is *******. My Microsoft account is under "*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***"

Josh: at 22:14:58

Thanks, *****. Let me pull up the account for you.

Josh: at 22:15:11

At this time, I will send a verification code to the email or phone associated with your account. You should receive the code within a few seconds. Kindly paste it here once you received it.

you: at 22:35:03

43683

you: at 22:35:14

via text

you: at 22:35:23

15355825 via email

Josh: at 22:17:36

Thanks for validating the account, ********. Please allow me a minute or 2 to review the account so we can provide the best possible option.

Josh: at 22:20:37

Thanks *******. I was able to validate that the licenses are still associated with your account. No worries, let's get this sorted out in no time.

Josh: at 22:21:32

Just to verify, this is for Xbox One right?

you: at 22:39:35

yeah

Josh: at 22:22:06

Cool! Let's reset the console's power supply first. Here's how:

Josh: at 22:22:14

Disconnect and reconnect your console's power cable

Josh: at 22:22:15

1.Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10 seconds until it shuts down completely.

Josh: at 22:22:15

2.Unplug the console's power cable. Wait 10 seconds.

Josh: at 22:22:15

Important Be sure to wait 10 seconds. This step resets the power supply.

Josh: at 22:22:15

3.Plug the console power cable back in.

Josh: at 22:22:15

4.Press the Xbox button on your console to turn on the Xbox One.

you: at 22:41:03

ok, one moment

Josh: at 22:23:24

Take your time, please.

you: at 22:42:26

the power supply is completely unplugged but still has an orange light glowing

Josh: at 22:24:55

Is it connected to a power strip or surge protector?

you: at 22:43:38

no, it is completely unplugged. the cord that goes to the wall socket is pulled out of the power brick and the other end that plugs into the xbox one is disconnected

you: at 22:43:54

the light is off now though

Josh: at 22:26:28

Great! Now, please re-plug the power supply and turn the console back on.

Josh: at 22:26:40

By the way, I can see here that this is the first time that you are contacting us regarding this concern. Don't worry. I'll make sure that this is the first and last time that you'll contact us about this.

you: at 22:46:29

You're right. Not to be rude but I already have been thinking about selling my Xbox for a Playstation. Stuff like this is pushing me in that direction.

Josh: at 22:29:28

Sorry to hear that, *************. No worries, we'll get this sorted out as quick as we can.

Josh: at 22:29:39

By the way, just to clarify, have you downloaded the Preview App on your console before this happened?

you: at 22:47:35

yes

you: at 22:48:12

I uninstalled it and opted out but continued to have the problem though.

Josh: at 22:30:43

So it's now uninstalled on the console?

Josh: at 22:30:48

I mean the Preview.

you: at 22:49:37

it is listed in my "ready to install" pane but is not actually installed

you: at 22:50:35

I did the factory reset thinking that would fix the issue like most computers/phones/etc so now I have to reinstall/re-download everything

Josh: at 22:32:57

Alright. Have you tried removing and re-downloading the profile from the console?

Josh: at 22:33:15

Got it. That includes the profile right?

you: at 22:51:51

I'm not sure what you mean by profile. The account I sign into to access online features? I'm the only user of this Xbox One.

Josh: at 22:34:58

Yes, **********. Just to make sure, let's do it now. It will allow the account to sync back to the server and refresh the license on the console.

Josh: at 22:35:07

1.Scroll left on the Home screen to open the guide.

Josh: at 22:35:08

2.Select Settings.

Josh: at 22:35:08

3.Select All Settings.

Josh: at 22:35:08

4.Under "Account," select Remove accounts.

Josh: at 22:35:08

5.Select the account that you want to remove.

Josh: at 22:35:08

6.Select Remove to confirm.

Josh: at 22:35:08

7.When you're finished, select Close.

you: at 22:53:58

Done. I'm back to the account pane in the Settings menu.

Josh: at 22:36:28

Alright. Have you re-added it back?

you: at 22:54:48

Doing that now.

Josh: at 22:37:06

Thank you.

you: at 22:56:54

Should i continue through each prompt after signing in?

Josh: at 22:39:23

Yes.

you: at 22:57:31

Ok, I'm at the home screen.

Josh: at 22:40:05

Awesome! Now, let's try to access the games again under My Games and Apps

you: at 22:59:13

Same error with Rory McIlroy. "Something went wrong. Give it another try. If this happens again, let us know by entering 0xc03f6508". NHL does the same thing, same error code.]

you: at 23:01:17

Edge opens with no issues, as does EA Access.

Josh: at 22:43:53

Alright. I think this error has something to do with the Preview app installed on your account previously. Here's what we're going to do. Kindly install the Preview app again on your console so we can Report the error code on the Preview Dashboard App to
get the necessary update to be worked out by our Preview team.

you: at 23:02:21

I reported the error before I factory reset but ok, I'll do it again.

you: at 23:03:10

I'm in the Xbox Preview Dashboard app currently.

Josh: at 22:45:53

Got it. This time, after we reported it on the dashboard, kindly remain the Preview App installed so the update that is being conducted on the server will be reflected on your console.

Josh: at 22:46:30

You'll be receiving a notification once the update is done and when the games are working properly on the console.

you: at 23:04:48

I'm confused.

Josh: at 22:47:57

Sorry for the confusion, *********. This report will actually inform our Preview team that your games are being affected by the Preview app on the console.

Josh: at 22:48:18

That's the reason why we submitted the report on the dashboard so they can work this out immediately.

you: at 23:06:50

So I have to wait until they put out a fix for this until I can play the only two games I actually play on this console?

you: at 23:07:08

Despite having opted out of the previews and factory reset my console.

Josh: at 22:50:06

Yes, ********. This is actually an ongoing system update for most gamers that installed the Preview app.

you: at 23:08:32

So many console is worthless until your team decides to patch this.

you: at 23:08:37

*my

Josh: at 22:51:18

It means that we're not the only gamers currently affected by the updates being conducted on the server. even if we have uninstalled the Preview program, the server recognized your account as Preview ready console.

Josh: at 22:51:58

Please be advised that some other functions are affected by the Preview program while other functions are working.

you: at 23:10:28

I want a call from a supervisor. Nothing to do with you, but this is ridiculous.

you: at 23:11:01

I'm not going to sit and wait around for them to fix this.

Josh: at 22:53:27

The games affected may varies from the location where you at. Rest assured that once this is fixed by our system engineers, we'll make sure to provide any relevant compensation for the duration you don't have access with the games.

Josh: at 22:53:54

Let me check for an available Supervisor for you.

you: at 23:11:48

Ok

Josh: at 22:56:29

I definitely understand your eagerness to speak with a Supervisor now. While I'm still looking for an available Supervisor, if you can give me a chance to explain the Preview update further, I would be delighted to assist you more.

you: at 23:16:22

I understand the preview updates can cause bugs. I get it. What I don't understand is why there isn't an option to roll the console OS back to its last stable build release.

you: at 23:16:43

Or why it is "pending" for me to opt-out of the preview program.

Josh: at 23:00:46

It's actually an option to uninstall it as you have done previously. As explained earlier, the system already recognized your account as Preview enrolled profile and since the update is being done on the server (for the bug fix), the games might not be working
even uninstalling the Preview app.

you: at 23:20:13

So the "system" can't be manually changed to remove my account from the preview group?

you: at 23:20:26

Kinda crazy it is taking so long for it to remove me.

Josh: at 23:03:06

That what we're trying to do actually when we reported the issue from the Preview Dashboard.

Josh: at 23:04:17

And the next thing we're going to do is to get hold of a Preview Agent from the forums so we can ensure that someone is fixing the account for us since they have full access with the preview program.

you: at 23:22:15

I reported it yesterday.

you: at 23:22:31

Guess I'll report it again. Must have misread what you typed.

Josh: at 23:05:28

But we haven't initiated a chat session with a Preview rep on the forums.

Josh: at 23:06:37

Here's the forums link so we can get hold of a Preview rep and work with them so the account will be refreshed from the system.

Josh: at 23:07:28

Uh oh... that shouldn't have happened.

you: at 23:25:55

Group Not Found The requested Group cannot be found.

Josh: at 23:08:36

Sorry, please try this link instead.

Josh: at 23:08:43

Uh oh... that shouldn't have happened.

you: at 23:26:46

08 - Promotions & Special Offers on Xbox One

Josh: at 23:10:22

That, right. It includes the current status of the Preview Dashboard. Please Add a New Post so our Preview team can get back to you immediately. Please use this Topic:Missing Games after installing Preview Dashboard

you: at 23:29:00

Haha. So now I get to make a forum post?

Josh: at 23:11:44

Yes, ***********. That was just to support the report we made on the Preview Dashboard on the console.

you: at 23:29:51

And what do you want me to put in this post.

Josh: at 23:12:14

Just to ensure that they would pick up the request and provide necessary adjustments on your account.

Josh: at 23:13:01

Topic: Missing Games after installing Preview Dashboard

Josh: at 23:13:01

Please provide a short description regarding the steps we perform to fix the error code

:)

 

Unable to start/join party chats after Preview Dashboard Update.

I cannot start/join party chats on the Xbox One after installing the Preview Dashboard Update. I keep receiving this message saying, "Sorry, this is blocked." I tried contacting Microsoft report and was sent here. So, if a "Preview Ambassador" could help
me, it would be appreciated.

 

Can't install updates. Error code: 0x87e0000f

I'm having issues installing Halo MCC and Forza Motorsport 6 both digital. I can download any DLC but the main game always comes up with an error. I've recently rolled back my dashboard update to get out of the preview dashboard. Please help

 

Rest of the conversation:

Josh: Were you able to submit the post?

you: no because when i copy and paste part of our chat convo here instead of having to explain the whole thing yet again, it won't let me edit out my personal information like my email address

Josh: Instead of copying the whole chat transcript. Please use this Reference Number: 1345298629

Josh: This will be a detailed notes on what we have conducted today and the solution steps done to fix the error code.

you:
forums.xbox.com/.../2178589.aspx

Josh: I already saw it on my end. Once the post have been reviewed by the Preview Representative, they'll get back to you and provide details about the fix of the game error.

you: So what is the turn around time on the Preview Representative getting back to me?

you: I totally understand that you're taking some risks of things being broken with beta enrollment but the ability to not be able to roll this back immediately is unacceptable.

Josh: Please allow our Preview team to review our chat transcript and expect a response within the next 24 hours. I'll be sending you a follow up as well once I have any feedback with our offline team also.

Josh: I myself is asking that question, ******. Since the info hasn't been updated yet on the server and with Preview team answering this queries, let me apologize again for not being to get this sorted out at the moment.

you: You have nothing to apologize for. You've been as helpful as you can be.

Josh: Rest assured that I'll work hand in hand with our offline team to get this fix as quick as we can.

Josh: Thank you. I felt bad not being able to get it working today. I know the feeling and achievements when we play via the console. Appreciate your understanding.

Josh: I mean, the happiness and fulfillment that we experience during game play is worth all of this conversation just to make it work.

Josh: I know it took us more than an hour without any solid solution yet but we already cascaded the issue to the right support channel that has the capability to get this fix. Let me thank you again for taking the time in dealing this with me, ********.

you: Ok, I would still like to speak with a supervisor over the phone. Like I said, nothing to do with you, I understand what's going on, but they need to make this right and be made aware of what their customers who are trying to help by being in the preview
program have to do to have a functioning console when things go wrong.

you: If it is too late tonight. Tomorrow is fine.

Josh: I completely understand. If you're requesting a supervisor over the phone, we can schedule it up tomorrow.

you: Ok

Josh: Alright. The best phone number to contact you?

you: ******************

Josh: Phone number noted, ************. I'll still send you a follow up email tomorrow just to check the current progress. Hope it's okay?

you: Yes, that's fine. Thank you.

Josh: Appreciate it. Any clarification or questions before we part today?

you: Do you know what area code or perhaps specific phone number they will call from and also, what are their working hours so I know what time of day to expect a call. I usually do not answer unknown numbers.

Josh: That I'm not quite sure of. What about sending you an email first to notify that they're about to call you?

you: That will work.

Josh: Perfect! Alright. All set for tomorrow?

you: Yes. Thank you for the support you were able to provide.

Josh: Thank you. I highly appreciate your time and you deserve all the help.

Josh: Looking forward to hear from you tomorrow.

Josh: Have a great night ahead!

you: You're welcome. Have a good one.

Josh: You too. Bye for now.

Josh: If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day!

 

Hey there revolv1ng monK.

Sorry to hear you're having trouble while taking part in the Preview Update. Please make sure to post over in the
Preview Forums for any issues and questions while taking part in the preview. Thanks for your patience and understanding!