Running into issues installing or launching a game? Check here!

If you're encountering issues installing or launching a game, you've come to the right place! We've listed a few helpful scenarios below that will get you back to gaming.





My game or app download doesn't start or fails

If your game or app download does not start or fails, go through the following solutions:

• Solution 1: Check the Xbox Live Service Status page. If you see an alert that may affect the issue you are running into, wait until the service is up and running before attempting to
  download again.
• Solution 2: Sign in with the correct Xbox profile. Double check to make sure that you are connected to Xbox Live and signed in with the profile that originally purchased the content you are attempting to download.
• Solution 3: Check the space on your hard drive. To see if you have enough space, check your notifications by going through the following steps:

1. Open the guide and select Notification
2. Check if there are any notifications about low or unavailable hard drive space
3. If there is a notification about low hard drive space, you'll have to either delete content or add an external hard drive to increase the amount of storage. You can remove content from your console by following the steps listed on our Uninstall
   Xbox One games or apps to free hard drive space page. For further information regarding managing external storage, check out our How to manage storage on Xbox One page.

• Solution 4: Check for a system update. If you are running into issues while trying to download a game or app, you might need to update your console. You can check for an update by pressing the
  Xbox button to open the guide and selecting System. Select Settings and then select System, followed by Console info. If there is an update available, it will be listed at
  the bottom of the first column in the second button location. If no update is available, you will see "No update available".
  

My game or app download is taking a long time or doesn't complete

If your game or app download is taking a long time or doesn't complete, go through the steps listed on our Troubleshoot slow game or
app downloads on Xbox One page for some helpful solutions.

My game won't start or freezes during gameplay

If your game will not start or freezes during gameplay, check out our Xbox One Game Freeze solution page for detailed steps on how to
get these issues sorted.

Still have questions? Go ahead and create a new support post here on the General
Game Discussion forum for community assistance.

:)

 

xbox idenity provider

Hey there,

Could you post up the specific issue you're running into? Are you having issues installing or launching Windows 10 games? Do you receive any error codes or error messages? That information will help us get the ball rolling on troubleshooting!

 

Issues Downloading or Installing an Update? -- Check Here!

While trying to install the update, I get the message "Can't download the update. To test your connection, open System Settings and select Network Settings, Test Xbox Live Connection." What do I do?

If you see this message, please read this entire sticky and try all the solutions mentioned before posting! These solutions are very likely to solve your issue, so make sure you give them all a shot!

Solution 1: Try installing the update again.

To do so, follow these steps:

Restart your console.

• Press the Xbox Guide button on your controller (center "X" button on your controller).
  
• Go to Settings, and then select System Settings.
• Select Storage.
• On the storage device selection page, do the following button sequence:
  • LB RB X LB RB X
• You will be prompted to remove the current update; select Yes.
• Your console will restart and the download will start again.

If you still receive an error code or message after doing this, please try out solution 2.

Solution 2: Make sure you have enough storage space

Please check
here for the size of the current software update. Updates generally require around 200 megabytes (MB) of storage space (or 256 MB if you live in Japan). If you do not have enough free space, you need to move or delete some items. See our

Copy, move, or delete content article for assistance with that.

If your issue is still not resolved, please check out solution 3.

Solution 3: Clear the system cache

Removing the temporary files on your console might solve the problem. See our
Clear your Xbox 360 system cache article for steps on how to clear your system's cache.

After clearing the cache, try the update again following the steps in Solution 1. If this does not fix the issue, try solution 4.

Solution 4: Reinsert the storage device

If you’re using an Xbox 360 Memory Unit or a USB flash drive instead of a hard drive, remove and reinsert the memory unit or USB flash drive.

If you have a hard drive, try
removing and adding the hard drive again.

After replacing the storage device, try the update again. If this does not resolve this issue, please proceed to the next solution.

Solution 5: Update via a USB Flash Drive or CD-R

If the solutions above did not fix the problem, copy the console update from your computer to a USB flash drive or CD/DVD, and then install the update on your console. For instructions on how to install the system update from a USB flash drive or CD/DVD,
see our
How to get a new Xbox 360 update support article.

If the issue still persists, please continue to Solution 6.

Solution 6: Simplify your Network Setup

Sometimes, there is a firewall on your router or gateway that is blocking the update from being downloaded. In this case, the fastest way to get that update on your console is simplifying your network setup.

Establish a direct connection between your console and your modem via an ethernet cable. There should be no other devices plugged into your modem at this point. This will completely bypass your router or switch (and its update-blocking firewall!) in the
process.

If you have a gateway (a wireless modem), you can accomplish the same thing by setting your gateway to "bridge" mode (please refer to your gateway instructions or our Networking Hardware Information forums for information on how to perform this). This is
only a temporary step until the update has been downloaded and installed. Once you have completed the update process, you can revert back to your normal network configuration.

If you cannot perform this step due to wireless connections or a gateway without a "bridge" mode, please view Solution 7.

Solution 7: Disable your firewall

For this, you would need to refer to your router/gateway's manual or our Networking Hardware Information forums for help. Usually, there is a way to completely disable the firewall on your network device. Again, this would be temporary, and you would only
have your console connected to your gateway or router so as to not expose PCs or other devices to risk. Once you have disabled the firewall, restart your console and try to accept the update again. Once you are finished downloading the update, please do NOT
forget to turn your firewall back on!

If you are still unable to download the system update, you are likely receiving an error code. Solution 8 offers help with these situations.

Solution 8: Check out your error code for specific instructions.

If you still are not able to get the update downloaded or installed, you are probably receiving an error code, which is typically 6 groups of 4 digits (or letters.) An example of an error code like this might be: xxxx-xxxx-xx8x-xxxx-8007-2746. For our full
list of known update error codes, please see our
Xbox 360 system update error codes article. You can also search for support articles by searching the last eight (8) digits of your error code in the
Error Code Lookup Tool.

If you are unable to find a support article for your specific error code, check out Solution 9!

Solution 9: If all else fails, make a post!

If *none* of the above steps resolve your issue, please go ahead and make a post in this forum. Just describe your issue briefly, then copy and paste the following into your post to provide us with the information we're looking for. A community
member or Official Support agent (please allow 24 hours for support agents) will respond to your post to see if they can help you out!

Modem Brand and Model Number:

Router Brand and Model Number:

Wired or Wireless connection:

Update Error Message:

Update Error Code (6 sets of 4 digits/letters each):

What you've tried: