new Xbox trouble with setup and communication w controller

akfine · Feb 25, 2019

I just setup a brand new One S, but cannot get past the setup. When i try to move down the list to select my country, it acts like theres some resistance and i cant get to the ene of the list (if i push down button super fast it will move down a couple of
countries, but not to the one i need towards the end-i can tell the controller is being ‘heard’ but the software isnt responding fully). If i just select the first country listed, it takes me to a screen that tells me i will need to sign in with my microsoft
account. But it wont advance when i select next. Is this a controller issue or a console/software issue? I have restarted several times and keep having the same problem.

:)

choppyseize

You may want to exchange it for a different one. It's not normal for things to be so difficult. If the purchase is still fresh you should be able to exchange the entire console for a new one that works as it should.

XBF Erick C

Hey there!

Sorry to hear you are running into some issues when attempting to set up your console. Go ahead and follow the steps below so that you may Factory Reset the console. This will take you to the Troubleshooter so that you can perform the Factory Reset.

Unplug the network cable if you're using a wired network connection.
Power off your console, and then unplug the power cord to ensure that the console is completely powered off.
Wait 30 seconds.
Plug the power cord back in.
Press and hold the BIND button (located on the left side of the console) and the
EJECT button (located on the front of the console), and then press the
Xbox button on the console.
Continue holding the BIND and EJECT buttons for 10-15 seconds.
Listen for two “power-up” tones a couple of seconds apart.

Note If you don't hear two power-up tones after 15 seconds, it means this failed. Likewise, if you hear any “power-down” chirps, that also means this failed.
You can release the BIND and EJECT buttons after the second power-up tone.

Once you have pulled up the troubleshooter you will go over to the Reset box. you will
Reset and remove everything.

Give this a try and the go through the set up one more time. Let us know if this has helped.

akfine

I cant follow the instructions for troubleshooting the wireless controller because i cant get past the setup. And i dont have access to another controller. This is my first xbox console ever and i am really frustrated. Is my only option to return it now?

XBF Crystal P

Hi there akfine,

Thanks for the reply. In reference to the issue, thank you for try the troubleshooting of doing the factory reset on the console. The next thing we need to troubleshoot is the controller.

I recommend to try a different controller due to the one at hand maybe compromised. Please take a moment to review the following article:

Troubleshoot your Xbox One wireless controller.

Try this out and let us know the results.

akfine

Hi Erick! Thanks for the advice. I followed the instructions and did the factory reset, but the problem is still happening. (Ive actually done it twice now to be sure)

new Xbox trouble with setup and communication w controller