Xbox app keeps disconnecting during new console setup

MoniqueUJ · May 19, 2022

Hi all … I saw this question asked before and there was no answer… yet I need an answer because I would like to be able to play my new Xbox, and so far it has given me nothing but grief tying to get this thing up and running.

It took me 37 - yes, I counted them - attempts to connect the Xbox app to the new console to set it up. Now it lets me get as far as the 1.3GB update that’s apparently necessary then everything stops again and the app disconnects and tells me the code is wrong. Another 8 - 10 attempts each time and I finally get reconnected to the console, only to go through the EXACT SAME THING AGAIN. And again. And again. 11 times with this particular problem and counting.

Surely… surely there must be a fix for this? I mean, if I can’t use the console I just paid $500 for, I’ll be demanding a refund. Because I’m following the instructions, I’ve looked at every help page I can find, I worked through the troubleshooting video (which wasn’t - it was just the same instructions that were on the original page), and I organized a callback from the help desk (which was futile because the line was so bad that the nice lady on the other end sounded like a Wookie gargling an oyster). At least, I assume she was nice - she sounded like a friendly Wookie gargling an oyster, so…

So is there anything that has worked for anyone else? I’m on iOS and have an xbox series S

Cheers, FlippantLoki

:)

Lucas Lauer

No problem, Monique. I'll wait for the error message.

MoniqueUJ

Okay - I’m not doing anywhere near what’s in that video because I can’t get past trying to set up the console. It simply won’t do it.

Plus it’s not relevant because it’s a brand new console I have, not one I’ve previously set up.

Sadly I can’t connect directly to the router because I don’t have a 10 meter Ethernet cable.

I will have to get back to you with the error message screen shot because it’s now 11pm here and I start work at 6am, so I need sleep…

Thanks for you help so far

Cheers, Monique

MoniqueUJ

Hello Lucas, thanks for your reply.

I’m using an iPhone XS Max with the latest iOS (15.5)

So once I finally got the app to connect to the xbox, it changes the phone to 4G from the original home Wi-Fi connection (automatically, I don’t change that).

I connected the xbox to the home network, seems okay. Now each time I get to the screen that says the console needs an update, I hit next and it waits a while then I get that code error every time and have to reconnect to the console.

Sorry, I don’t know what you mean about the NAT type - I can’t check anything on the console, there’s just the setup screen with the code displayed.

Cheers, Monique

MoniqueUJ

Hi again Lucas,

I have solved the issue with a super long Ethernet cable (20 meters) which let me set up the console. For some reason the internet connection wasn’t asking me for a password even though it required one 🤦🏻‍♀️ Very strange.

But thank you kindly for you efforts, I really appreciated you trying to help. 😊

Best wishes,

Monique

Lucas Lauer

Hello, MoniqueUJ. Thanks for reaching out! My name is Lucas, and I'm an Independent Advisor and a Microsoft user just like you. I'll be happy to assist you today.

What exact device and what iOS version are you using?

Is your console and the device connected to the same network?

Did you check if your NAT type is "Open" on your Series S console? Please check and let me know:

Settings > Network Settings > NAT type > It should be Open.

Also please take a look at this troubleshooting guide from Xbox:

https://support.xbox.com/en-US/help/hardware-ne...

Waiting for your feedback, my friend.

Xbox app keeps disconnecting during new console setup