The most common Xbox One problems, and how to fix them

Have problems with your Xbox One? We have the solutions

Xbox One S bundle deal

So, you’re having a problem with your Xbox One. Not only does this spoil the time you set aside for gaming, but it also — thanks to the Xbox One’s diverse media functionality — has potentially sidelined your entire media center. You’re now experiencing the frustration of dropping hundreds of dollars on a malfunctioning Xbox One.

You’d think that Microsoft would have used the last couple years to smooth out the kinks in the Xbox One. The company has fixed plenty of bugs since the console’s release in 2013, yes, but many of the problems users have been experiencing have evolved alongside the console. This is no consolation for your malfunctioning Xbox One, Xbox One S, or Xbox One X. Thankfully, our guide covers the common problems associated with the console along with a few solutions.

For information specific to the Xbox One X, check out our problems guide for that console.

Getting in touch with Microsoft

We recommend using Microsoft’s website to register your Xbox One. Doing so will expedite any issues that are still covered under warranty.

Method  Contact
Live Chat Website
Forums Website
Self Help Website
Phone 1-800-4-MYXBOX (Support Agent Hours: M-F 9AM-5PM PT)
Twitter @XboxSupport

A note on Twitter

One of your first steps for fixing an issue with your Xbox One used to be contacting the @XboxSupport Twitter page listed in the table above. However, in early 2018 Microsoft reportedly laid off its in-house support team and replaced employees with volunteers. The Twitter account is still active but it replies sparingly.  You may have better luck just contacting Microsoft through phone or live chat.

Disc drive makes grinding sound

The problem is something that a number of Xbox One users have reported, though thankfully, users also report that it doesn’t actually damage the disc. When you put a disc in the console’s optical drive, it makes a grinding sound. An error message then reads “Sorry we can’t play that disc. Try an Xbox One game, music CD, or a movie on a Blu-Ray or DVD.”

Possible solutions:

Microsoft has addressed this particular issue multiple times and confirmed that owners can return the hardware. You could always try to repair it yourself if you are familiar with optical drives, but you’d likely void your warranty in the process. If are suffering from this problem, your options are limited.

  • Return the hardware to where you purchased it. Due to stock shortages, a replacement may take a while though. Microsoft has offered to expedite a new machine and throw in an online download of a game of your choice while you wait. They’ll even refund your purchase if you decide that you want to break up with Xbox One.
  • Contact Microsoft directly using one of the contact methods above. The company’s support team is arranging replacements, and in some cases will ship a new console with a game of your choice to you before you send your system in.

Xbox One won’t update

Xbox One Console Won't Update Screenshot

Some users have reported issues during the mandatory update phase. When this occurs, the Xbox One won’t be able to access the majority of Xbox One features.

Possible solutions:

This could be an issue with the Xbox One, a problem with your internet connection, or even something on Microsoft’s end. Regardless of the cause, the result is a system that doesn’t work properly. Before you contact Microsoft, there are a few steps you should try first.

  • Check your internet connection. Obvious maybe, but any connection interruptions could derail the entire process.
  • Try again later. If you are having an issue with downloading the update it may simply be a problem on Microsoft’s end, including too many users at once or server maintenance. Give it an hour or two. If the issue remains, check the Microsoft Live Status page. If there is a known issue on its end, Microsoft will have a status alert.
  • Check your hardware. Again, an obvious one, but if you are using the wireless connection on the Xbox One and receiving an error, try a wired connection via Ethernet.
  • Cycle your Xbox One. Hold down the power button for five seconds until it shuts down, then unplug the system and wait 30 seconds. Plug it back in and turn it on. This clears the cache and resets the network card.
  • If you are receiving a specific error message regarding updates or an online connection in general, refer to Microsoft’s network connection error list.
  • If the update still won’t download, it’s time to contact Microsoft.
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