Xbox series x issues

Xbox Series X|S know issues

Last Updated: 11/18/2020 at 12:20PM PST

Hi there,

What an exciting time! The Xbox Series X|S have both launched and we hope you are enjoying your time with the next generation of gaming! In the event you do run in to any issues though, we have you covered. Some issues might be known issues and we have the
proper teams hard at work to resolve these instances ASAP. Be sure to check below for any issue you might be experiencing. As we learn more about workarounds or potential resolutions, we will update this post. If your issue is not listed below, be sure to
head on over to the Xbox Series X|S FAQ for further assistance or use
the "Report a Problem" feature on your Xbox. Happy gaming!

• EA Play app
  • Known Issue: There is no EA Play app on Xbox Series X|S devices.
  • Workaround: The EA Play hub app is not necessary to enjoy the benefits of EA Play. If you are looking for ways to claim your 10-Hour trials for popular games like FIFA 21 or Madden 21 on an Xbox Series X|S device, go to the Store and Search for
    your game and then select the game desired from the search results and click on the "Free Trial with EA Play" button on the game description page. To access the entire EA Play library, just go to My Games & Apps > Full Library > EA
    Play.
    
• New Xbox Wireless Controllers on Windows 10
  • Known Issue: Some users are experiencing no button input in games with New Xbox Wireless Controllers (the controller packaged with the Xbox Series X|S) when connected via Bluetooth to Windows 10.
  • Workaround: If you are experiencing this issue please ensure you have the latest servicing update on Windows. You can find available windows update by going to Settings > Update & Security > Windows Update > Check
    for Updates on your Windows 10 PC. In some cases, there may be a button that says “View optional updates”, and you may be required to click there to find the update.
    
    Once that is complete you will also need to make sure the controller firmware is up to date by checking for additional updates within the Xbox Accessories app.
    
  • To check your update history, you can go to Start menu > Settings > Update & Security > Windows Update > View update history. If your KB number for your OS Build is greater than the one listed
    below, then you are good to go as it will include the necessary updates. If you are unaware which OS Version you have installed, you can easily check this by going to: Settings > System > About.
    
    • Supported Windows Build Numbers:
      • For 2004: 10C Win 10 2004 (20H1)
        • Version: 2004-OS Build 19041.610 and 20H2-OS Build 19042.610
        • Requires: KB 4580364
          
          
          
      • For 1909: 10C Win 10 1909 (19H2)
        • Version: 1903-OS Build 18362.1171 and 1909-OS Build 18363.1171
        • Requires: KB 4580386
          
          
          
      • For 1903: 10C Win 10 1903 (19H1)
        • Version: 1903-OS Build 18362.1171 and 1909-OS Build 18363.1171
        • Requires: KB 4580386
          
          
      • For 20H2: 10C Win 10 20H2 (20H2)
        • Version: 2004-OS Build 19041.610 and 20H2-OS Build 19042.610
        • Requires: KB 4580364
          
          
          
  • How to update your controller via the Xbox Accessories app:
    
    • Download the Xbox Accessories app from the Microsoft Store here: https://www.microsoft.com/p/xbox-accessories/9nblggh30xj3
    • Connect your New Xbox Wireless controller to your PC with these steps here: https://support.xbox.com/help/hardware-network/controller/connect-xbox-wireless-controller-to-pc
    • And finally update the firmware on your controller with the steps listed here: https://support.xbox.com/help/hardware-network/controller/update-xbox-wireless-controller
      • Make sure to look for the section labeled as “Update on PC”
        
  • Known Issue: Some users unable to get their New Xbox Wireless Controller to work with various games on Steam.
  • Workaround: There is a fix for this issue included in the Steam beta client and you can participate in the Steam client beta by following
    the steps posted here. Once those are complete, remember to restart your Steam client for the changes to take effect.
    
• Smart Delivery
  • Known Issue: Some users updating certain Smart Delivery games including Gears 5 on their Xbox Series X from an external USB hard drive brought from an Xbox One, Xbox One S, or Xbox One X console may find that the in-Game menus do not recognize
    the game has finished installing, as well as possibly see graphical corruption.
  • Workaround: Users can avoid this by performing a fresh install directly to the Xbox Series X. We are working on a fix to be released with a future console update.
    
• Quick Resume
  • While Quick Resume is fully operational with thousands of titles, we are aware a select number of Optimized titles may be experiencing issues with this feature. To ensure the best possible experience for our fans, we’ve disabled the feature for these titles
    and are working as quickly as possible to fix this at the platform level.
    
• Games
  • Known Issue: Some users seeing a “Something went wrong. 0x800708ca” error when launching certain games on an Xbox One Series X|S after upgrading their content.
  • Workaround: If you are experiencing this you can resolve this by resetting the console. To do this, press Guide and then going to Settings > System > Console info > Reset
    console > Reset and Keep My Games & Apps. You can also resolve by uninstalling the content and redownloading directly from My Games & Apps or the store.
    
• Third Party Headsets and Adapters
  • Known Issue: Some third party headset adapters are unable to adjust game/chat audio mix when playing with the New Xbox Wireless Controller.(the controller that comes with the Xbox Series X|S)
  • Workaround: There is no known workaround at this time. The proper teams are aware and looking in to but if you connect the headset directly into the 3.5mm headset jack of your New Xbox Wireless Controller you can adjust game/chat audio via
    the Xbox Audio Mixer settings by going to Guide > Audio. If you still wish to use your headset adapter for quick audio adjustment, you can still use a previous generation controller.
    
  • Known Issue: Some users noticing audio issues when using a wireless headset if they leave their controller go untouched for ~10 seconds.
  • Workaround: The proper teams are aware and looking to resolve the issue in a future update but there is no ETA at this time for that fix. The issue will stop when the user starts to use the controller again or by continually using the thumbsticks/buttons.
    Alternately, you can also temporarily resolve this by using an Xbox One generation controller.
    
• Wi-Fi Connectivity
  • Known Issue: Some users noticing issues connecting to Fritz!Box 7430 routers via Wi-Fi.
  • Workaround: The proper teams are looking in to this at the time but there is no known ETA for a fix. While it is investigated, we recommend using an ethernet cable if possible or a mobile hotspot if that best fits your setup needs.
    
  • Known Issue: Some users noticing connection issues with wireless routers while playing multiplayer games.
  • Workaround: The proper teams are looking in to this at the time but there is no known ETA for a fix. While it is investigated, some customers have reported success in working around the issue by switching from 5GHz to 2.4GHz, and
    others have noted that the issue was temporarily worked around by disabling WPA2 on their 5GHz connection. We recommend using an ethernet cable if possible, the 2.4GHz connection on your router, or a mobile hotspot if that best fits your setup needs.
    
• Xbox 360 Backwards Compatibility
  • Known Issue: Some users experiencing issues launching Xbox 360 games returning them back to the Home section of the dashboard on Xbox Series X|S consoles.
  • Workaround: If you are experiencing this issue you will to clear your Xbox 360 storage by going to Settings > System > Storage > Clear local Xbox 360 storage.
    
• 4K/120hz
  • Known Issue: If you are using a 4K@120Hz TV that also supports VRR you might encounter no signal or corrupted image when the Xbox is configured for 4K120+VRR. This issue occurs with various TVs from LG, Samsung, or Vizio.
  • Workaround:
    
    • Update to the latest firmware on your TV
      • If using an LG TV - https://www.lg.com/us/support/software-firmware-drivers
        • For further assistance on setting up your LG TV to get the most out of your Xbox Series X|S, head on over to the LG troubleshooting/support
          guide here.
      • If using a Samsung TV - https://www.samsung.com/us/support/downloads/
      • If using a Vizio TV - https://support.vizio.com/s/firmware-search
        • For further assistance on setting up your Vizio TV to get the most out of your Xbox Series X|S, head on over to the Vizio support FAQ here.
          
          Note: To best ensure you always have the the latest firmware update for your TV, confirm you TV is connected to the internet and that Automatic Updates are enabled.
          
    • If the issue still persists, also consider trying the following:
      • Configure the console for 4K/60 with VRR by going to Settings> General > TV & display options > Video Modes > check the box
        for Allow variable refresh rate.
      • Configure the console for 4k/120 with no VRR by going to Settings > General > TV & display options > Video Modes >
        uncheck the box for Allow variable refresh rate. The resolution and refresh rates are found under “Display” in TV & Display options.
      • If you wish to experience 120hz and VRR, please configure for 1080p/120hz VRR or 1440p/120hz VRR by Settings > General > TV & display options > Video Modes >
        check the box for Allow variable refresh rate. The resolution and refresh rates are found under “Display” in TV & Display options.
        
    • If you are experiencing a corrupted image, here are your workarounds to reverting back to a safe video mode:
      • Restart your console and configure your video modes to one of the listed options above.
      • If you're still experiencing a corrupted image after restart, disable VRR on the TV. Please consult your TV manufactures on how to do this.
      • If the issue still persist after steps 1 and 2, perform the video mode reset sequence to get back to a safe state and configure for one of the two options above. To do this, follow
        the steps on this page here under “Your screen is blank after you turn on the console > Reset your display settings”.
        
• DVD & Blu-ray playback
  • Known Issue: Some users may insert a DVD or Blu-ray into their console and encounter a black screen.
  • Workaround: If you are experiencing this, simply remove the disc from the console, restart the console, and then re-insert the disc into the console to watch your disc.
    
• Game Captures
  • Known Issue: Some users will see HDR captures appearing too dark when captured on Xbox Series X or Xbox Series S.
  • Workaround: There is no known workaround but a fix will be coming soon in a future console update.
    
• Game Clips
  • Known Issue: Trimming 4K videos on an Xbox Series X might result in a "trim failed" error.
  • Workaround: There is no known workaround at this time for 4K but this will be addressed in the November console OS update. Until that update, you can switch to 1080p by going to Settings > Preferences > Capture
    & share > Game clip resolution > 1080p.
    
  • Known Issue: Uploading 4K videos to Xbox Live from an Xbox Series X might result in an error or a blank screen.
  • Workaround: There is no known workaround at this time for 4K but this will be addressed in the November console OS update. Until that update, you can switch to 1080p by going to Settings > Preferences > Capture
    & share > Game clip resolution > 1080p.
    
  • Known Issue: Sharing 4K videos to Twitter from an Xbox Series X might result in a and error or a black screen.
  • Workaround: There is no known workaround at this time for 4K but this will be addressed in the November console OS update. Until that update, you can switch to 1080p by going to Settings > Preferences > Capture
    & share > Game clip resolution > 1080p.
    
• BBC iPlayer app
  • Known Issue: The BBC iPlayer app will not launch or install on an Xbox Series X|S device.
  • Workaround: There is no workaround at this time but we are working with our app partners to resolve this. At this time, the BBC iPlayer app will only work on an Xbox One generation device.
    
  • Q: Why isn’t the BBC app available on Xbox Series X|S?
  • A: Many of your favorite streaming apps like Netflix, Disney+, Spotify, YouTube, Amazon Prime Video, Twitch, Sky, Now TV and more, are on the Store waiting for you when you boot your new Xbox console. There are a small number of
    apps that are not yet available - like BBC iPlayer – but we are working with partners to add these as soon as possible.
    
• PeacockTV app
  • Known Issue: Some users will experience occasional pixelated frames while using the PeacockTV app on Xbox Series X or Xbox Series S.
  • Workaround: There is no known workaround at this time but the proper teams are working on a fix to be included in a future update.
    
• Remote Play on Windows 10
  • Known Issue: Console streaming to a Windows 10 device from an Xbox Series X|S will not work through the Xbox Console Companion app.
  • Workaround: This feature is only supported through an Xbox One generation device. You can currently stream from an Xbox Series X|S console to an Android or iOS device via the Xbox app. Keep an eye on News.Xbox.com for
    any updates on further support for additional platforms like PC.

:)