Responses to an inability to deleted saved data on a game bought in Microsoft store

How to waste time on a Saturday, or, how to tell a customer that Ubisoft sells games in our Microsoft Store that you can only play once, sucker.

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April A.

April A.
Thank you for contacting Microsoft Support. I am April A.. How can I help you today?
4:19 pm

April A.
Please be aware that if you switch apps or change focus to another window while working with us, you may get disconnected from your chat session. To ensure the best support experience, please stay active in this chat window.
4:19 pm

April A.
Hi , what would you like to achieve today?
4:19 pm

Me
I thought the paragraph I just typed described it

4:19 pm

April A.
Let me check on the information provided. Please give me a minute or two.

4:20 pm

Me
ok

4:20 pm

April A.
I appreciate you contacting us today about your issue with a saved data, no worries, I'd be happy to get this situated for you today. May I have your name please?
4:21 pm

Me
Trent

4:21 pm

April A.
Thank you Trent. Are we working on the gamertag tga88?
4:22 pm

Me
yes

4:22 pm

April A.
Thank you for confirming. Just to make sure we are on the same page. Can I ask what exactly would you like to do with the saved data? Are you planning to delete it completely?

4:23 pm

Me
Yes, I'm trying to delete so I can start the game over again

4:24 pm

April A.
I see. Let me check how we can sort that out. Can I ask what type of console are you using?

4:24 pm

Me
xboxone one s

4:25 pm

April A.
Thank you for confirming. Can I ask what game is this?

4:27 pm

Me
Tom clancy's splinter cell blacklist downloaded from the store

4:27 pm

Me
OK, almost 20 minutes and nothing has happened

4:30 pm

Me
Excuse me 10 minutes

4:30 pm

April A.
Thank you for the information.

You can manage your data for individual games through My games & apps on your Home screen. Here's how:

Press the Xbox button to open the guide, and then select My games and apps.

Highlight the game, press the Menu button on your controller, and then select Manage game.

In the menu on the left of the screen, scroll down to Saved Data, then highlight the saved data for your gamertag on the right and press the A button on your controller.

You'll be prompted to confirm deletion of this game save data:

Delete from console removes the local copy of this save. You can get it from the cloud the next time you play.

Delete everywhere removes your saved data from this console, the cloud, and all other consoles you play on.

4:31 pm

April A.
Just select the options that suits you best. Deleting everywhere will be the best option if you want to completely delete saved game data.
4:32 pm

Me
I've done that at least 10 times. Even when it shows no saved data, it always goes back to the saved data

4:32 pm

Me
Deleting everywhere does not show up on my screen

4:32 pm

Me
It just says 'clear reserved space'

4:33 pm

April A.
Have you restarted the console after deleting the data?

4:33 pm

Me
each time

4:33 pm

April A.
Thanks for letting me know. Kindly give me 2 minutes to check what we can do further.

4:35 pm

Me
ok

4:35 pm

Me
I've also pulled the power cable twice for a total reboot

4:37 pm

April A.
Thanks for the initiative on doing possible steps to sort out the issue. Can I ask if this issue happens with just one game?

4:38 pm

Me
I don't want to restart my other games. However, this is the first time I haven't had the option to 'delete everywhere'

4:39 pm

April A.
I see, let us try other options to further isolate the issue. Can you please try the delete from console option and restart?

4:40 pm

Me
OK I just tried on Assassins Creed and I got the 'delete everywhere' and the Delete from console

4:40 pm

Me
I don't get the delete from console option

4:41 pm

Me
The problem is the data is still being saved on xbox live

4:42 pm

April A.
And it is telling you that you do not have saved data? Is that what you meant earlier?

4:43 pm

Me
It says, after I choose the delete button "ANY SYNCED DATA WILL STILL BE ON XBOX LIVE"

4:44 pm

April A.
The delete everywhere option deletes everything including the date saved on the cloud. Let's see how we can have that option appear.

4:45 pm

April A.
When you went to manage the save data, did you see any option to create a new save?
4:46 pm

Me
No

4:46 pm

April A.
I see, thanks for checking. Here's what I can suggest, this may need to be check by the game developer as they may have few discretions when it comes to game progress or saved data. I have 2 options that you can try, first is to uninstall and reinstall
the game or contact the game developer for an in depth troubleshooting about the issue.

4:49 pm

Me
I've just checked all my downloaded games and they all have the 'delete from everywhere'. All except this game

4:50 pm

April A.
I hear you Trent. There may be some restrictions or it can be the game developers discretion on why you cannot delete the game saves, this is why I highly suggest contacting them as well to check if they will be able to delete the data from their end as
they have access to the servers.

4:52 pm

Me
Do you have an address or does Microsoft think it is a good business model to offer a customer to buy a game that he/she can only use once?

4:53 pm

Me
Why is it the customer who has to find out how to fix it?

4:53 pm

April A.
I hear you Trent, on my end, we have tried the possible steps we can do to fix the issue with the saved data. Since the game developer may have their own game restrictions as well, we may not be able to fix the issue caused by their restrictions. Contacting
the developer can help verify and sort the issue out.

4:56 pm

Me
I say again....why does the burden fall upon the customer. I've been gaming since 1989 and I've never been confronted with a business (in this case Microsoft) selling a product that can only be used once. If this is the case, why did not the Xbox live
store indicate that I was buying a product from them that I could only use once?

4:58 pm

April A.
I understand where you are coming from Trent. On our end, we cannot verify if the game developer set some restrictions for the game since they are the ones managing the game and is being advertised by us. It is best to reach out to them to check if the
game data can be reset to start all over again. We have tried to delete the data from everywhere and as you have mentioned, the options is not there.

5:04 pm

Me
You know very well that Ubisoft is not going to sell a product that can be used only one time. I bought and downloaded the game because my xbox would not recognize the disks that I had for the game. In other words April A. you are giving me the runaround.

5:07 pm

:)

 

Deleted a profile on accident

i deleted a gamer profile that never had xbox live on accident that has saved data on Borderlands 2 it says saved game unknown profile now in my storage. is there a way to recover the saved data and profile mainly the data.

 

Can't play my roommate's digital games.

No, redownloading the games will not affect his save data, the save data is saved to the cloud, and is not deleted.

 

do as she said, contact ubisoft support , they sure know more about their games.

 

But still you cannot erase your game's progress, you can still delete the data but when you run the game again will sync again.

 

Sorry for the confusion here. Support were advising how to delete cloud saves for Xbox One games. Deleting cloud saves for Xbox 360 games on Xbox One is a slightly different process.

In an Xbox 360 game on your Xbox One console, open the Xbox Guide by pressing the
View button and
Menu button at the same time.

Go to 'Manage Storage' and press A

Press A to select 'Yes' to End the current game session

Press A to select 'Saved games'

Go down the list untill you find the game you want to delete the cloud saves (in this instance, Splinter Cell Blacklist) and press A.

Press A to delete the save game.

Go back to your Splinter Cell game. You should now be able to start a new game.

Hope that helps!

 

Thank you, thank you. I knew there had to be a solution and that the person I was dealing with at support didn't understand that it was a 360 game and I was dealing with the cloud saved games.