Please help - Can’t see my library or the store

Hi Tomm,

My responses:

1) This started on Nov 13th.

2) I can find/use the store. If I know what version of the software I purchased, I can download it from there (its a pain if it has multiple addons).

3) Every tab in the library shows this same message.



4) The games were/are installed via internal HD. I also have the XB internal HD that plugs into the back of the SeriesX.

Thanks,

Josh S

Hello Josh Sullivan2,



It is possible that due to multiple storage connected with your device this error has occurred or it might be that there are hidden factors causing the issue.

We would like to ask few questions to help us isolate the issue further.

1. Do you mean you are using the Storage Expansion card when you mean "I also have the XB internal HD that plugs into the back of the Series X"?

2. Did the issue start after putting the additional storage?

3. Does your Xbox detects the Storage expansion card?

For the meantime, try viewing the contents from your internal and external storage if you can see the games and apps. Follow these steps:

1. Press the Xbox button on your controller to open the guide.
   
2. Select Profile & system > Settings > System > Storage devices.
   

On the Storage devices screen, a graphic for each drive displays the percentage of space used and available free space.

Select a drive to do one of the following actions.

View contents. This takes you to your games and apps, where you can see how much space each game or app is using.

Let us know if you can see your games. For your reference, see: Manage storage on your Xbox console | Xbox Support

Thank you for your understanding.



Respectfully,

Hi!

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question?

Thank you for understanding.

Hello NickKn4ck,

Thank you for posting in the Microsoft Community.

I'm sorry to hear that you are having trouble with your Xbox app on PC. I can see that you have performed troubleshooting methods to try and fix the issue with no avail. There are a few possible causes for this problem, such as corrupted app data, network issues, or incompatible settings. To better understand the problem, I would like to ask you a few questions:

- What version of Windows are you running on your PC?

- What is the error code or message that you see when you try to access your library or store?

- Have you tried running the Xbox app troubleshooter from the Settings app?

- Have you checked your network connection and firewall settings?

- Have you signed in with the same Microsoft account that you use on your Xbox console?

Here are some steps you can try to fix it:

Download and run the GSR Tool: Gaming Services Repair Tool for PC (Beta) | Xbox Support

Perform troubleshooting steps here: Troubleshoot issues with the Xbox app for Windows | Xbox Support

Run SFC Tool: Use the System File Checker tool to repair missing or corrupted system files - Microsoft Support

I hope this helps. Please let me know if you have any other questions or concerns. I appreciate your cooperation and understanding. Have a great day!

Hello Josh Sullivan2,



Greetings!



Thank you for posting in Microsoft Community.



It appears so strange that in all your Xbox consoles you cannot find all your games in your full library. Let us help you get to the bottom of this by trying to isolate the issue and performing some troubleshooting steps.

We would like to ask few questions to help us isolate the issue further.

1. When did the issue start?

2. Are you able to find Microsoft Store in your Xbox console?

3. What do you see in your Xbox Game Pass library? Can you provide us screenshots?

4. As described that you are able to load games that were already installed. How did you access the games? Can you provide us screenshot as well?



We will be waiting for the additional information to move forward. We will also reach out to our internal support team to help us figure out this issue.

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,