Updates and Game installation problems

NhexTurtle · Jul 29, 2019

Hello,

I've been having issues ever since I subscribed to Game Pass Ultimate. I don't know if it can be related but I know at least one more guy that reported the same behavior. For starters I'll list all the troubleshooting I've already done

- System restore

- Reset Mac Address

- Changed the Ethernet Cable for a new one

- Used the wireless connection

- Changed the DNS

- System Restored the Internet Router

- Installing games from a disk works

- Every other device in the network is working as it should

- I have access to all other online services on the Xbox

After the subscription a system update started and then the problems began. I'll list the problems for better understanding:

1. System Update doesn't download until I connect and disconnect the ethernet cable several times

2. Game updates don't work until I connect and disconnect the ethernet cable several times. It usually works for a few minutes and then I have to reset the cable again.

3. Game pass and Microsoft Store games don't install at all. The queue is updated but it only appears a blank square with no information. Another strange thing that happens is that this blank square appears as an app and not as a game.

4. When the donwload freezes or fails to start I can't run any app or game ("took too long to start" error)

5. All these problems also happen with the wireless connection

Everything was working fine before the GPU subscription, and I believe the behavior is a software problem. I don't know what else to do.

Thanks in advance for any suggetion.

:)

XBF Steven R

Hey there NhexTurtle

Thanks for reaching out to the Forums for helpful advice on how to tackle this situation you're encountering. I can totally understand how having such issues while trying to update and install games could be frustrating.

I suggest reviewing and trying the steps outlined in our Troubleshoot game installations on Windows 10.

When you get the chance, give the information on the article a look through, try those steps and let us know if that positively affected the problem.

Much Thanks!

SpiralOut46and2

3. Game pass and Microsoft Store games don't install at all. The queue is updated but it only appears a blank square with no information. Another strange thing that happens is that this blank square appears as an app and not as a game.

With this issue here, I have this happen occassionally too where something will go in the queue and then just be a blank square and nothing happens. It might be different for GPU but for games, I'll go back in the queue and cancel the installation, then
go back and try to reinstall the game again and usually this will work and it will start intalling fine. Maybe see if you can cancel the queue and then try again? Good luck, and yes, definitely contact Support if this doesn't work.

Shayde VI

This seems like quite a bizarre issue considering everything you’ve tried thus far without any change. My best recommendation would be to contact xbox support directly at the following link and following the on screen steps, if you havent done so already.
Hopefully they can be of more help than I. https://support.xbox.com/en-US/contact-us

best of luck!

-Shayde

NhexTurtle

Already tried with no successful recommendation (DNS and MAC reset)

NhexTurtle

I managed to install a few games if I go to "manage game files" or whatever it's called, i can install any game using that option. But then I still have the network problem. The blank square doesn't go away any other way.

Updates and Game installation problems