Why are my captures being lost within a few minutes?

Hello Veshkau84,

Thank you for the detailed information.

We could not find any reason why this is happening unless it is a glitch with the system. To help our engineers rolled out an investigation, help us report this problem using the Report a problem app that can be downloaded from Microsoft Store in your console. See: Provide feedback to Team Xbox | Xbox Support

We thank you for bringing this up. Know that the solution may not be provided overnight, our goal to provide you the best experience will remain.

Sincerely,

Hello Veshkau84,

Thank you for your prompt response.

If we may ask, do you have Xbox Game Pass Ultimate subscription or Xbox Game Pass Core (which was previously Xbox Live Gold subscription)? The reason why we are asking for this it is because saving and sharing screenshots on Xbox consoles requires Xbox Game Pass Core (or Ultimate). If you don’t have a subscription, you can take screenshots on another home Xbox as long as someone with Xbox Game Pass Core (or Ultimate) is signed in.

It seems that you cannot the use the feature of auto uploading to Xbox network with your screenshot and it might be the caused by the absence of the required subscription. Just to set your proper expectation, that there were changes with the Xbox Game Capture retention policy that took effect this month. If your current subscription is Xbox Game Pass ultimate and still you are having the same issue, we can try installing Xbox Updates if there is any reset the console by keeping games and apps. Here is how:

1. Manually update your console.

• Press the Xbox button to open the guide.
  
• Select Profile & system > Settings > System > Updates.
  
• Under Updates, you'll see:
  Console update available. Select this to begin your update.
  No console update available. This means your console is up to date.
  

2. Reset console to factory defaults by keeping apps and games:

• Press the Xbox button to open the guide.
  
• Select Profile & system > Settings > System > Console info > Reset console.
  
• On the Reset your console? screen, you'll see three options: Select Reset and keep my games & apps. Use this option as your first choice when troubleshooting. It will reset the OS and delete all potentially corrupted data without deleting your games and apps.
  

If the above solution does not help resolve the issue, we can report this to team Xbox so this can be investigated. Use the Report a problem app that can be downloaded in your console if not yet installed. See: Provide feedback to Team Xbox | Xbox Support

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,

Hello Veshkau84,



Greetings!



Thank you for posting in Microsoft Community.



Based on the description, you are having problem with your saved screenshot in your Xbox Console. Let us check and see on what we can do to help resolve your concern in a timely manner.

As per your description, you have enabled the automatic upload in your settings and the result of your uploads does not show or uploading the screenshot failed.

Here are the things to note when uploading screenshots in your Xbox console:

• You can upload up to 10 GB of captures to the Xbox network. Once you reach that limit, you’ll need to delete existing captures to upload new ones.
  
• Any game clip or screenshot that’s uploaded to the Xbox network that gets no views in 30 days will be deleted. Viewing it yourself counts as a view and saves a capture from deletion.
  
• Captures that don't get uploaded to the Xbox network will remain on the console they were recorded on.
  
• If you see a Warning icon next to a capture, that means that the game clip or screenshot is scheduled for automatic deletion. The expiration date is listed on the individual capture.
  
• You can also view captures that are scheduled for automatic deletion by opening the Captures app, and then selecting the Expiring soon filter.
  

On the other hand, you can try backing up your game clips. See: Back up your game clips | Xbox Support

For your reference, see: Manage your game clips and screenshots | Xbox Support





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,

Hello Veshkau84,

You are very much and glad we were able to help by pointing you to the right direction to get this issue sorted.

If you have other concern related to Xbox product and services in the future, feel free to create a new topic to discuss and we are more than happy to help.

Thanks again for choosing Microsoft. Have a good one!

Sincerely,

Hi Tomm_A,

Thank you for getting back to me. I do have an active Game Pass Ultimate subscription, but the issue is not with uploading screenshots. The problem is with the screenshots on console storage (local, internal, default hard drive that came pre-installed in the console). The screenshots are being deleted regardless of whether or not auto-upload is enabled.

It's an entirely offline issue. The screenshots are saving (when it works at all) to local storage. When it reaches a count of around 25-30 screenshots, the oldest ones are being lost without warning.

The console is also fully up to date.

I hope this helps to clarify things, but from your previous replies I'm guessing that this situation is not intentional on Microsoft's part?

Thanks again,
Steve