New Controller not connecting to X Box One X

JemVanWin · Nov 8, 2019

So I've just received a new standard Wireless controller direct from Microsoft that won't connect wirelessly.

I've managed to get it to connect momentarily but it disconnects almost instantly, like it hasn't got any range beyond a few centimetres.

Things I have tried based on advise found online to solve the problem.

I have tried doing hard restarts of the console which tends to allow it to connect for a brief amount of time as previously described.

Connecting via USB to check firmware, and it is fully up to date.

Connecting USB and then disconnecting the cable.

Using new batteries.

Older controllers still connect fine therefore I can confirm the issue is isolated to this one new controller.

:)

ThisGameIsSucky

The sync controller troubleshooter may help. https://support.xbox.com/en-US/xbox-one/accessories/connect-a-wireless-controller

I know I've had this issue before. I ended up having to take it back to GameStop and just got a new controller... A similar issue may occur if the controller needs to be updated, so this support link should also help you if that's the case. https://support.xbox.com/en-US/xbox-one/accessories/update-xbox-one-controller

XBF Felixx P

Hey JemVanWin!

Thanks for reaching out to Xbox forums support.

(One more time even though you said you've already tried it)

Go ahead and perform a hard reset and
power cycle of your console. Hold down the power button on the console for about 10 seconds until it shuts down and then remove the power cable from the Xbox and the power outlet for about 5 minutes. Then re-connect and turn on the Xbox.

Next, if you haven't already done so, go ahead and try performing a Soft console Factory
reset on your console by doing the following:

Press the Xbox button to open the guide.
Select Settings.
Select All Settings.
Select System.
Select Console info & updates.
Select Reset console. [Keep my games and Apps]

Make sure you have both your email and password on hand as you will be asked to sign back in. There is an option to delete everything and to save your games and apps; choose the latter. This will reset
the Operating system [OS] of the console and allow you a fresh start-up.

Once you've completed these 2 actions, Let us know if your new controller is able to connect.

Hope this helps!

Felix

Xbox forums support

XBF Crystal P

Hi there Jem,

Thanks for replying and update on the issue with the Xbox One controller syncing to the Xbox One X. I recommend to
contact Customer Support for further assistance or visit the
Device service and Repair
site.

Give this a try and let us know the results.

JemVanWin

Followed the steps you've advised.

Still behaving the same way.

When trying to pair, the Xbox and Controller just flash and never connect.

XBF Amber M

Hi JemVanWin,

Thanks for updating us with your reply. Regarding the service ticket and the return label being for Germany, the Xbox Service Center for Europe is located in Germany, so this is standard. In the matter concerning the refund, it does take some time as you
would need to ship the controller back, and once received, then a refund would be processed by Microsoft and it make take a matter of business days to reach your account based on your financial institutions process.

I understand that this can be disheartening or frustrating; however, I'm glad that you were able to be assisted in the correct manner and have received a refund for the controller so that you may replace it in your own time.

As the issue has been resolved for you in this manner, we'll be locking this thread at this time.
If you ever require any help with any other issues, please feel free to come back to the Xbox Forums for further assistance and create a new thread. We will be more than happy to assist.

Thank you again and have a great day!

New Controller not connecting to X Box One X