Need help downloading a game

Hi there.

First, I would try to clean your disc.

1. Wipe down your disc with a lint free towel.
2. Rub from the center hole and work outward.
3. Dampen a clean soft cloth with a little water and wipe from inside circle outward.
4. Dampen a lint free cloth with a small amount of rubbing alcohol and wipe disc.

If that doesn't work, turn off your system and unplug it. Allowing it to reset.

This is the most common solution to this problem.

Hi, Nuna! Thank you for reaching out.
I'm AJ, an Independent Advisor for the Xbox Community.
I'm sorry you are experiencing issues launching Final Fantasy VII.

If you don't mind, could you check if the purchase of this game is showing as "Completed" on your account's order history? Please make sure to select "Digital" and "All available" from the two drop-down menus at the top section of your order history. You can use the following link to get there:

https://account.microsoft.com/billing/orders

If the purchase is showing as "Completed", would you mind giving this a try?

• Go to Settings > Account > Remove Accounts.
• Remove the account you used to purchase this game. Please make sure you know your account login information before doing so.
• Press and hold your console's power button until it shuts down.
• Unplug the console's power cord for 5 minutes. If you have the original Xbox One, you'll have to unplug the power supply unit from both the console and the outlet.
• Turn your modem/router off and unplug them for 5 minutes.
• Plug everything back together.
• Turn your console on.
• Press the Xbox button to open the guide.
• Go to Profile & System > Add or Switch, and add your account again.
• Try launching the game.

Thank you! I'll be looking forward to your reply.
Best regards.

Hello JaydenWashington, I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support!

If you are having troubles with downloading a game, I highly recommend following the troubleshooting steps mentioned on the links below:

PC: Troubleshoot game installations on a Windows 10 device | Xbox Support

Xbox Consoles: Troubleshoot game or app installation problems on Xbox One | Xbox Support

I wish you a lovely day, and I hope this helps you out!

Kind Regards

Stay safe, and happy gaming!

Hi, WhyNotUs! Thank you for your reply.

Would you mind giving this a try?

- Cancel the installation.
- Eject the disc
- Press and hold your console's power button until it shuts down.
- Unplug your external storage unit, and leave it like that.
- Unplug your console's power cord for 5 minutes.
- Plug the power cord in
- Turn your console on
- Insert the disc and try installing the game again while the external storage unit is unplugged.

Please let me know if you continue to get an "Installation stopped" error, I'll be looking forward to your reply.
Best regards.

Hi, WhyNotUs! Thank you for reaching out.
I'm AJ, an Independent Advisor for the Xbox Community.
I'm sorry you are experiencing issues installing your game.

- To clarify, is the game displaying "Installation stopped" in your queue?

- Are you experiencing similar issues installing other digital or physical games?

- Do you have any external storage units plugged into your console?

I'll be looking forward to your reply.
Best regards.