One account isn't connected to the internet but other is

BeccaHall1 · Sep 12, 2019

There are two accounts on my xbox one. One profile has gold, is set as the Home Xbox, and is having no issues connecting to the internet. The other account, however, won't even load the store and I can't even view the profile. Both account are signed in
(I also tried only being signed in on the non-gold account), and when I run the network tests on the non-gold account, it says the xbox is connected to the internet and there are no issues.

I don't want to delete the account and re-add it if I don't have to, because I fear I will lose data from a game that was played offline.

:)

XBF Felixx P

Hey there
BeccaHall1!

Thank you for letting us know that the issue has been fixed. We'll be locking the thread as the issue has been resolved. If you ever require any help with any other issues please feel free to come back to the Xbox Forums for further assistance.

Thank you again and have a great day!

Felix

Xbox forums support

BeccaHall1

I did the online chat and deleting the account and re adding it worked and did not delete my offline game progress. Thanks.

XBF Crystal P

Hi there Becca,

Thanks for reaching out here in Xbox Forums. I understand there is an issue with a profile connecting to Xbox Live. I recommend to first try the following article:

How to restart or power cycle your Xbox One console (Disconnect and reconnect your console's power cable)

To help clarify a bit more:

Have you updated the Xbox console?

Give this a try and let us know the results.

MatteoP04ita

Are you able to connect to other internet games?

yes, i am. My internet connection isn't bad.

KonkR69

The internet is good i can connect with all the other account but not this one. Still cant connect today

One account isn't connected to the internet but other is