Xbox One Controller disconnecting and now will not connect

Hello all,

I have this issue and it seems to be console/software related. I have two Xbox One's, a Sunset Overdrive and a Day One edition. The Sunset Overdrive one has the problem, the Day One does not. I have done the following:

1. Disabled all wireless devices in my house, controllers fail to connect

2. Disabled the wifi antenna on my router, controllers fail to connect

3. Plugged the Sunset Overdrive Xbox One into a Wired connection to my router, greater than 30 feet away, controllers fail to connect

4. Hard reset the Sunset Overdrive Xbox One (unplugged it and waited over 30 seconds), then tried to connect the controller, it failed to connect

5. Factory reset the Sunset Overdrive Xbox One (Reset to factory settings and went through setup again), tried to connect the controller, it failed to connect

6. Took controller that would not connect and connected it wirelessly to my Day One Xbox One with no problems.

7. Took controllers that I use with my Day One Xbox One and tried to connect to console that is having problems, they would not connect.

8. Took the Sunset Overdrive Xbox One that would not let controllers connect and moved it to room where my Day One Xbox One that is working is and removed the working console and put the console having connection issues in its place, controllers still would
not connect. <---- This eliminates the location and interference as an issue.

Thus I can deduce that since my controllers will connect with my Day One Xbox One, in the same house, in the same network, within 10 feet of each other, but not with the Sunset Overdrive Xbox One, regardless of location, that the console and/or the software
are the issue.

I have reached out to support about this and below is our transcript:



[table][tr][td]General Info[/td][/tr][tr][td]Chat start time[/td][td] Nov 18, 2014 11:45:57 PM EST[/td][/tr][tr][td]Chat end time[/td][td] Nov 19, 2014 12:48:34 AM EST[/td][/tr][tr][td]Duration (actual chatting time)[/td][td] 01:02:37[/td][/tr][tr][td]Operator[/td][td] Steef[/td][/tr][/table]



[table][tr][td]Chat Transcript[/td][/tr][tr][td]info: Please wait for an agent to respond. The current average wait time is 9 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 6 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 3 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 0 minutes. Thank you for your patience.info:Privacy Statement You are now chatting with 'Steef'.Steef: Hello, thank you for contacting Xbox Customer Support. My name is Steef. How can I help you today?you: Xbox one controller won't connectSteef: Oh uh. Steef: I'm sorry about that. Steef: No worries, I'm here to help.Steef: We'll sort this out today.you: OkSteef: By the way, may I know who I am chatting with?you: NateSteef: Thanks Nate. Steef: Let's try to do some troubleshooting steps to fix this issue.Steef: How many controllers have you got?you: Three controllers and two Xbox onesSteef: Alright. Steef: And how many controllers are you having trouble with, just one?you: Tried all three with Xbox #1you: They failedyou: They all connect fine to Xbox #2Steef: Hmm.Steef: Let's perform a hard reboot on the Xbox #1 to re-sync its software to hardware function.Steef: I'm sure this will resolve the issue.Steef: While your console is turn on, press and hold the power button for 10 seconds to turn it off. Next, unplug the power from the outlet, then unplug everything from the back of the console. After 30 seconds plug everything back in firmly, and then plug the power back to the outlet. Turn your console back on.you: Okyou: Powering back onSteef: Good that. you: Console is onSteef: Alright. you: Next step?Steef: Try to connect your controllers.Steef: See if they work.you: They do not workyou: Now what should I do?Steef: Oh uh. Steef: Can you try to update your Xbox One controller on the console we're working about?Steef: Try to follow the steps below.Steef: Update Xbox One Controlleryou: I have updated the controllers.you: No new updates availableSteef: Alright.you: They are all up to dateSteef: We might need to get your console repaired, Nate.Steef: Give me one moment as I talk to one of our game engineers in regards to this.you: OkSteef: Thanks.Steef: Hi Nate. Steef: Thanks for your patience.Steef: I have talked to one of our engineers about what's going on and we have verified your console is faulty and needs to be sent for repair.you: OkSteef: We have two options to get your device repaired/replaced. First is the standard repair where we'll have you send your console to us, our engineers will attempt to repair it, should in case it's beyond repair we will replace it with the same working unit. This process is for free since you're still under the warranty, this will take 14-21 days to complete.Steef: Second, is the advance exchange process, we will send you a replacement right away and it'll take 3-5 business days for you to receive it, along with the package is a shipping label for you to send the faulty device back to us, this process however has a fee of $15.00, also we require a certain amount to be put on hold to a credit card until the faulty device is returned to us.you: Why is there a fee? Can you waive the fee?Steef: The fee is for the expedite process, it's just a premium service we have for members who wish not to wait for the standard shipping.Steef: What's included on your warranty is the standard repair fee, Nate.you: Can I not just take it to the Microsoft store instead?Steef: No Nate, they don't handle repairs unless you purchased your console at Microsoft Store and you figured it's faulty within 30 days from purchase.you: Ive only had it for 14daysSteef: Oh, I see.Steef: Where did you purchase it?you: AmazonSteef: Okay.Steef: An option to have your Xbox One unit replaced through Amazon is also possible, Nate.Steef: You might want to call them first and see how long the replacement process is.Steef: We have an agreement with the retailers they can replace faulty units within 30 days from purchase.you: Ok, if I need to get back to this issue is there a ticket number you can email me to reference this?Steef: Yes.Steef: Can I get your GamerTag first?you: BahtaMachine................................................. [/td][/tr][/table]

:)

 

Intermittent Controllers After Update

Hey there FancyCalf51007,

Sorry to hear about the controller disconnecting issues. Please take a look at this guide and see if it helps out with the disconnecting issue. Xbox One Wireless Controller disconnects or can't connect

Let us know how it goes!

 

Xbox One Controller issue - PLEASE HELP!

You could have a nosey at this link, it might help.

Sync Xbox One Controller to Console | Maintain Controller Connection

 

Hi Bahta!

If your controllers will not connect to the new console at all, and you've done those troubleshooting steps I agree that you should setup and exchange with Amazon if they allow it. If not your xbox may need to be serviced which you can setup at
https://myservice.xbox.com. Sorry your console is already having issues, truly not a good experience, and hopefully the one you get back will go on for years and years

 

LOL, the consoles are riddled with faults and they can't waive the fee? What the hell microsoft? I have had this same problem since I have had the console, still no fix. Give me a break already.

 

I have my new console installed and in place with no issues right now. The only caveat is that my other console didn't start having issues until I had it installed and in place for about two weeks. So now is the waiting game.

It would be great if my experience could help somehow, as I have collected a great amount of data on my experience and this should help narrow down the issue for the Product Group if they are not already aware that it is console specific.

If the Product Group is aware that this is console specific then some kind of notification needs to take place so owners can get this taken care of and stop buying new controllers, etc.

I am really glad I bought this from Amazon though, they had me a new console in 2 days at my door, just in time for the weekend. Best experience ever for sure.

 

Just as a follow up, the console and controllers are still working great with no issues. I don't know if this ever got fixed, but it definitely works fine now with the new console.

 

Same issue for me.. Started after 2 week return period expired

 

Hi TrailerP4rk,

Sorry you're having issues with your controller. As this is a bit old it's likely the OP has already found their solution. Please create a new thread so the community can better help with your exact issue. Also try the steps above and let us know the results
in your new thread.