Stuck in green loading screen after April update

Hey everyone!

Sorry to hear about the update issues! I can definitely understand how frustrating that could be. If you haven't already, go ahead and give the steps that the TheJackah has suggested above a try. If the issue continues, please go through the steps listed
in our
Xbox One System Update Solution page. Be sure to let us know the results after trying all of the recommend steps. Thanks in advance!

 

Late last night I was playing my new copy of Battlefield Hardline and when the game was auto-saving it froze. Now when I try to start my xbox up again, it stays on the initial green screen. I've tried to reset it around 4 time now. What do I do?

 

I've tried all of the above and still no success??!

 

Same here.... I have tried all options and still no success....

Actually in my case, The offline update is working but again getting stuck in applying update screen,...where the bar is not moving forward post 75% mark.. It's stuck there since 2 hrs. This is ridiculous.. I mean why should people suffer from the update.

The Xbox Team should release the update only when tested fully. Now the only option left for me is the restore factory settings default.... And if that also doesn't work then I hope you guys fix my console else replace it!

 

I'm having similar trouble myself, and the xbox is going like "TICK,TICK,TICK" meanwhile... And it doesn't do anything else? And it's not wanting to go any further than that..

 

Hey everyone!

I am truly sorry to hear that the update issue is continuing to occur. If you have already followed the steps listed in our Xbox One System Update Solution page
and the issue continues, you may need to have your console repaired. You can request a repair through our Online Service center. If you run into any issues requesting a repair, you can reach out to
phone or chat support from our Contact Us page for further assistance. Once again, I am truly sorry to hear about the issue and any inconveniences this may have caused. Feel free to keep us updated after following
the suggested steps. Thanks!

 

In the end I had to do a factory reset.

All working now.

 

I've had and still have the same fault issues as the folk in this forum. My Xbox is out of warranty and as the update error wasn't my fault as console was working perfectly..I /we shouldn't have to pay for services!

 

I fixed mine with a factory reset - downloaded through the OFLDU2 thingy

 

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info: at 14:31:47

Please wait for an agent to respond.

The current average wait time is 0 minutes.

Thank you for your patience.

info: at 14:31:48

Privacy Statement

You are now chatting with 'Jober'

Jober: at 14:32:10

Thank you for holding on queue. This is Jober your friendly support specialist. Please give me few

minutes to read on your issue description.

Jober: at 14:33:00

Hi! Am I chatting with Aaron?

you: at 14:33:12

Here's my issue: You guys want to charge me $115 plus shipping and handling so you can repair a

software issue which was caused by your April update.

you: at 14:33:17

Yes, this is Aaron.

Jober: at 14:34:01

Great! how was your day going ;so far Aaron?

you: at 14:34:16

I'm well.

Jober: at 14:35:13

Glad to know that your doing well Aaron.

you: at 14:35:17

When my Xbox 360 got the "red ring of death" error, you guys sent a prepackaged box, and sent me

back a refurbished Xbox for free. This was because it was a common problem with the Xbox 360 that

got a lot of bad press.

you: at 14:35:47

Now you are charging $150 to repair a console that is barely over a year old. It was working perfectly

until I downloaded the April update.

Jober: at 14:36:16

Thanks for the info Aaron. May I know when did this happen?

you: at 14:36:40

About two weeks ago.

you: at 14:36:47

Maybe three.

you: at 14:37:06

I attempted to run the diagnostic tool last night and today, but it did not resolve the problem.

Jober: at 14:37:07

Thanks for that Aaron. Not a problem. I will assist you to sort this out.

you: at 14:37:16

Great, thank you.

Jober: at 14:37:21

May I please have your gamertag and email address so that I can pull up your account?

Jober: at 14:37:21

you: at 14:37:40

Gamertag:

you: at 14:37:44

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[Mod Removed]

Jober: at 14:39:22

Thanks! Just to let you know, all information as of the moment is locked and masked for security

reasons. We can unlock the account by getting a verification code. The system sent a code to the

email address and phone number associated to the profile, please verify it to me once you receive it.

you: at 14:39:43

96881

Jober: at 14:40:50

Thanks Aaron. When you turn on your console. Is displaying the home dashboard?

Jober: at 14:41:06

Im sorry, Is it displaying .

you: at 14:41:18

No. It displays the green start up screen with about three animated dots and it stays on that screen

forever.

Jober: at 14:43:00

Thanks for the info you procided [Mod Removed].

Jober: at 14:43:15

Please bear with me to check my resources here for you.

you: at 14:43:43

As long as we can resolve this issue at no cost to me, you can take as much time as you need.

Jober: at 14:49:30

Thanks for waiting here [Mod Removed].

Jober: at 14:49:53

Can we please try this steps here for you.

Jober: at 14:49:59

1.Turn off your console by holding the Xbox button on the front of the console for approximately 10

seconds.

Jober: at 14:49:59

2.Turn your console back on by pressing the Xbox button on the console or the Xbox button on your

Xbox One wireless controller.

Jober: at 14:51:47

Are we still connected?

you: at 14:52:50

Yes

you: at 14:53:00

We weren't for second

Jober: at 14:53:27

Im so sorry to hear about the [Mod Removed]. I thought I lost you.

Jober: at 14:53:42

Can you please do the steps above?

you: at 14:54:42

The chat box wasn't letting me input anything. I thought the connection was lost, but I guess not.

Something weird about the website.

you: at 14:54:51

Yes I did it.

you: at 14:55:14

It's back to the green screen

Jober: at 14:55:58

Thanks [Mod Removed]. Can you also please do it again but this time. You need to remove your hardrive first

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and then put it back again. Before you turn on your console.

you: at 14:56:12

I ran through the troubleshooting on the website. I downloaded the diagnostic. I reformatted a thumb

drive to NTFS. I ran it on the Xbox. It got stuck at about 75%. I went to sleep and the Xbox was off

by morning. The problem wasn't resolved.

you: at 14:56:23

How do you remove the hard drive?

Jober: at 14:58:53

Im sorry this is for your xbox one [Mod Removed]?

you: at 14:59:01

Yes.

Jober: at 15:00:12

Thanks [Mod Removed]. Do you have an external hardrive in your xbox one?

you: at 15:01:07

I don't think so. I bought the $500 model 16 months ago. It has a hard drive inside of it, unless there's

some detatchable part I'm not seeing

you: at 15:02:08

The regular black one that came with a kinect

Jober: at 15:06:41

Thanks for the info [Mod Removed]. Did you power off , Unplug the power cords from the outlet Unplug all

the cables and connections in your console when you do the hard reboot?

Jober: at 15:07:35

Because we need to make sure that everything is not connected is unplugged and replugged properly

before you turn on your console.

you: at 15:08:08

Yes

Jober: at 15:10:22

I will recommend to please turn off your console again [Mod Removed], And unplug the power brick and cord

from the outlet, Leave that for 1 minute then please plug it again. Unplugging the power brick will

ensure your console does a fresh boot.

Jober: at 15:11:43

Please unplug modem and router from device and wall .leave all unplugged for 1 min then hook back

up and see if you can get past.

you: at 15:12:58

I have already done this. There is no wired internet connection, I have wifi.

you: at 15:13:19

I'll do it again to humor you, but I have started the console up in every silly way the website can think

of.

Jober: at 15:13:36

Thanks for the confirmation [Mod Removed].

Jober: at 15:14:32

Since everything has already exhausted inorder for your console to work on again. It seems that it

still stuck in the green screen,

you: at 15:14:41

Correct.

Jober: at 15:17:47

We really can conclude that we need to send your console for repair [Mod Removed]. That is the only option

that we had right now. If this happens , your console was not able to take the update successfully

Since when we do the power cycle , It is still stuck on green screen.

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you: at 15:18:53

Yeah. I know. That's where the troubleshooting led me. And then they wanted to charge me $115

plus shipping.

you: at 15:19:10

When it was caused by the April update that Microsoft made me download.

Jober: at 15:19:32

Let me check here in your account if you are still covered by warranty
[Mod Removed].

you: at 15:19:50

I bought it 16 months ago. The warranty was 12 months.

you: at 15:20:41

But if you guys weren't making faulty operating system updates that break my Xbox, I wouldn't be

here chatting with you, I'd be using my Xbox.

you: at 15:21:37

You guys extended warranties for Xbox 360 when they started having the "red ring of death" error. I

know this because Microsoft replaced my 360 for free when I had the error myself ­­ well outside the

warranty.

you: at 15:21:57

There's probably a record of that on my account.

you: at 15:22:11

I've been a member of Xbox live for 11 years uninterrupted.

you: at 15:22:28

I have spent probably around $1000 on digital content.

you: at 15:23:32

To me, this machine is still very new. 16 months may be outside the warranty, but I feel like I just

bought it.

Jober: at 15:24:08

I really do apologize about this [Mod Removed]. I know how you feel about this, I really do apologize. We

already exhausted every possible thing here to fix this. And for your warranty. We dont have that

kind of service for green screen like the red ring of death.

Jober: at 15:24:34

If only I can do it here for you for free. I will really do the process
[Mod Removed]. So that I can somehow help

you about this.

Jober: at 15:27:38

Are we still connected [Mod Removed]?

you: at 15:27:42

If there's nothing you can do for me, I need to be transferred higher please or given a number to call

to speak to someone who can handle this. I am a loyal customer, but I will never buy another

Microsoft product again if you guys are going to handle this by charging me $115 plus shipping.

you: at 15:28:14

I'll just smash my useless xbox on youtube or something, that sounds better than giving you guys

$115.

you: at 15:29:05

Microsoft sent me data to my machine which caused it to stop functioning.

you: at 15:30:37

I didn't make the April update. I didn't even really want it. My Xbox was totally fine before it.

you: at 15:30:47

It was probably pointless anyways.

Jober: at 15:30:47

I have here our phone support number. Maybe they can somehow help you about this, But I cannot

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guarantee that [Mod Removed].

Jober: at 15:30:54

1­800­469­9269 (toll­free)

you: at 15:31:14

Well, that's a shame if they can't.

you: at 15:32:20

You can't transfer me within this chat? I don't want to be angry here. Making me sit on hold is going

to make this worse.

you: at 15:32:41

Is there some supervisor or something we can do here? I have no problem with how you have

handled me.

you: at 15:33:13

I understand you are the troubleshooting guy or gal. I'm not mad at you, but I am very mad about this

policy.

Jober: at 15:33:20

Not a problem [Mod Removed]. You want to talk with our supervisor about this
[Mod Removed]?

you: at 15:33:29

Please.

you: at 15:33:44

Microsoft figured out how to handle this 10 years ago with the Xbox 360.

you: at 15:34:00

That wasn't even caused by the mandatory console update downloads.

Jober: at 15:35:07

I can transfer you. Please wait shortly Okay.

Jober: at 15:35:11

Thanks [Mod Removed].

you: at 15:35:38

I appreciate it. You're fine. Thank you.

Jober: at 15:35:50

May I transfer your chat now to my manager.

you: at 15:35:59

I'm ready.

info: at 15:37:01

Please wait while I transfer the chat to '(Manager) Starr'.

info: at 15:37:01

Privacy Statement

You are now chatting with '(Manager) Starr'

you: at 15:37:35

Hi, Starr. I will briefly explain my problem.

(Manager) Starr: at 15:37:36

Hi [Mod Removed]! A pleasant day to you. My name is Starr I am Jober's Manager. I understand that you are

having issues with the Console and would like to speak to me about it.

(Manager) Starr: at 15:38:07

I'd really be happy to listen and take action right away with your concern.

you: at 15:39:08

I recently downloaded the April update from Xbox live, as Microsoft requires of all Xbox owners.

When I applied the update, it no longer started up anymore. Instead, it gets frozen on the green

startup screen with the three animated dots forever. I exhausted every single troubleshooting option

on the website, to include reformatting a thumb drive and applying a diagnostic and nothing has fixed

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this.

you: at 15:40:22

The only option that remains, apparently, is a $115 repair service, plus shipping and handling.

you: at 15:41:11

I expected that this would be free. When my Xbox 360 experienced the common "red ring of death"

error, Microsoft replaced it with a refurbished console for free. There is probably a record of this in

my account.

you: at 15:41:40

My console's warranty ran out 4 months ago. I have owned my Xbox One for 16 months.

you: at 15:41:52

I feel like I just paid $500 for it.

(Manager) Starr: at 15:42:32

Just to confirm. Are you having issues with the Xbox ONE April System Update that causes your

Xbox to have a green screen?

you: at 15:42:48

Xbox ONE

(Manager) Starr: at 15:42:57

May I take your Xbox ONE Serial Number so I can probably check on it's Hardware Details?

you: at 15:43:24

Yes one second.

(Manager) Starr: at 15:43:37

Sure, Ill be right here for you.

you: at 15:44:50

[Mod Removed]

(Manager) Starr: at 15:45:36

One moment while I check on the Hardware Details.

(Manager) Starr: at 15:48:19

Thank you for patiently waiting [Mod Removed].

you: at 15:48:27

No problem.

(Manager) Starr: at 15:52:32

Upon checking on the Hardware Details on your Xbox ONE it appears that it's no longer covered

with a warranty. We got 2 repair options right now, one is to do an online repair or a phone support

repair for $115. The fee will already cover any parts replacement, technician labor, shipping and

handling your console to and from our service center, a 90­day extended warranty after repair as well.

We'll also throw in a month Gold Subscription for you once you have your console back.

you: at 15:52:53

Any resolution to my problem that comes at no cost to me is what I am looking for. I am not going to

pay Microsoft to sent updates that break my console, that's insane.

you: at 15:53:12

The bottom line is that I want my console repaired for free, and I'm going to be angry and want to

talk to supervisors if we can't make that happen. I'm not angry at any of you specifically, I just think

this policy is outrageous, since you guys sent data to my Xbox that made it stop working.

you: at 15:53:15

I have been a member of Xbox live for 11 years. I have almost 30,000 gamerpoints (which is a

measure of how many games I have purchased) and I've probably spent about $1000 on digital

content.

you: at 15:53:33

If you can't do this for me, do you have a supervisor I can talk to?

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you: at 15:53:55

Like I told Jober, the way you have handled me has been professional and courteous.

(Manager) Starr: at 15:54:22

I understand [Mod Removed] but for your case we could not provide any free repair for you however, you can

also shop around with our partner retailers who can provide a repair service at much cheaper cost and

you may want to purchase an extended warranty to the Console as well by checking on the retailer

options from our partners.

you: at 15:55:23

You guys can literally send us updates that break our consoles as soon as our warranties run out and

then hold our Xbox for ransom. This is outrageous.

(Manager) Starr: at 15:55:31

I am the highest person that you can speak to regarding this matter Aaron. I would like to provide you

a free repair based on your history as our loyal customer but then my hands are tied down as we are

following a standard policy.

you: at 15:56:25

My options as I see it are: give in and give you $115. Or smash my Xbox on Youtube and never buy

another Microsoft product again.

you: at 15:56:50

The economic incentive to do the latter is far greater.

(Manager) Starr: at 15:57:08

It can be very hard for me to identify exactly what has caused the System Update to fail to the Xbox

because there is so many influencing factors and I do not know how the Xbox is situated or used in

your home, but I understand this is a very frustrating and furthermore finding out that it is not

covered by warranty, but I would very much like to focus on how we can ensure your console does

not do this again, and get those games you have playing again.

you: at 15:57:45

It is situated normally with plenty of air flow. Don't try to blame this on me.

you: at 15:58:25

Why would I ever buy another Microsoft product ever again, when you send me an update four

months after my warranty expires which causes a fatal software error?

you: at 15:58:59

You guys can pay $115 and I will spend thousands more for decades to come.

(Manager) Starr: at 15:59:01

We respect your decision about this matter [Mod Removed].

you: at 15:59:33

Or you can say "F­ You" and I guess that's the end of Microsoft's relationship with me and my

family.

you: at 15:59:52

You don't respect me.

you: at 16:00:11

I am a faceless customer to you right now and you want to go home from work.

(Manager) Starr: at 16:00:11

[Mod Removed], I would really love to help but then again we could not provide a free repair for this issue.

you: at 16:00:57

No. YOU don't have the power. MICROSOFT can do this. SOMEONE there has the power.

you: at 16:01:04

PLEASE FIND THAT PERSON FOR ME

(Manager) Starr: at 16:01:09

We don't like to see our customers upset and inconvenienced. We always strive to create a positive

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customer experience. However, we also have limitations when it comes to policy like a free repair.

you: at 16:01:27

Yes. YOU have limitations. YOU. Personally.

you: at 16:02:21

If Bill Gates was my uncle I could get this done.

you: at 16:02:41

But then again I could just buy a million Xboxes and light them all on fire.

you: at 16:03:11

But I bet his customer service experience is not like this.

you: at 16:04:47

MICROSOFT had the correct policy 10 years ago.

you: at 16:04:55

And you guys switched it.

(Manager) Starr: at 16:05:03

I am the highest person that you can speak to regarding this matter [Mod Removed]. We want to extend our

apologies for not being able to provide you a free warranty repair because that option is not feasible

under our terms of use/ policy here at Microsoft. Though those are just suggested options for you to

consider, you need not decide today and can easily sleep on them, and just contact us back in the

event you need more time to decide which repair options you would like to choose from. We are open

24/7.

(Manager) Starr: at 16:05:47

Anything else that I can help you aside from this issue [Mod Removed]?

you: at 16:08:12

I will sleep on it, and then I will smash my useless Xbox on youtube, which will be slightly cathartic.

Then I will cancel my Xbox Live subscription and never buy another Microsoft product ever again. I

will also make sure my family knows how I feel every time they say the word Microsoft for the next

15 years.

you: at 16:08:36

Thanks for all your help. This was a total waste of 2 hours.

(Manager) Starr: at 16:08:40

Sorry for this inconvenience and I have already provided all the details/ options we have regarding

this issue. I don't want to take much of your time today so we thank you for your time today.

(Manager) Starr: at 16:08:41

Thank you for contacting Xbox customer support.

(Manager) Starr: at 16:08:41

Have a great day ahead!

info: at 16:08:43

Chat session has been ended by the agent.

system: at 16:22:14

Chat already ended

system: at 16:22:45

Chat already ended

 

tl;dr:

There is nothing you can do if the online diagnostic tool doesn't work. Microsoft will hold your console ransom for $115 if it is outside of warranty (which mine is by 4 months).

So basically, every time your warranty runs out, they can just send you a package to turn your machine into a brick and force you to cough up $115 for them to fix it.

 

This is going to blow up in Microsoft's face if it's not fixed! WHAT WAS THIS STUPID UPDATE FOR ANYWAYS. I DIDN'T WANT IT. Why would we hook our Xboxes up to Xbox Live if it's going to potentially turn your $500 machine into a brick? This is outrageous.

 

I have tried all methods and I could not bring back my xbox ... any suggestions??

 

Hey everyone!

I am sincerely sorry to hear about the update issues and I can definitely understand how frustrating that could be. If you have already went through the steps listed in our
Xbox One System Update Solution page and the issue is continuing to occur, you will need to have your console repaired. You can request a repair through
our Online Service center. If you experience any issue setting up a repair through the Online Service center, please reach out to chat or phone support from
our Contact Us page. If you would like assistance with any other support related issues, please feel free to create a new thread. Be sure to include the details of the issue as well
as any troubleshooting steps that you have tried. Thanks in advance!