So, you’re having a problem with your Xbox One. Not only does this spoil the time you set aside for gaming, it also — thanks to the Xbox One’s diverse media functionality — potentially has 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, which is no consolation for your malfunctioning Xbox One or Xbox One S. Thankfully, our guide covers the common problems associated with the console, along with a few solutions.
Writer’s note: We recommend using Microsoft’s website to register your Xbox One. Doing so will expedite any issues that are still covered under warranty.
Getting in touch with Microsoft
|Phone||1-800-4-MYXBOX (Support Agent Hours: M-F 9AM-5PM PT)|
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.”
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 have offered to expedite a new machine and thrown 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.
Console won’t update
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.
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.
Kinect doesn’t pair with console
A handful of users are reporting that the Kinect isn’t registering on the Xbox One, even when it is plugged in. If this happens, you’ll find your Xbox One experience severely handicapped.
Microsoft has confirmed to several customers that the issue is with the Kinect, and not the Xbox One itself. If that is the case, it at least means you may not have to ship your entire console in. If you purchased your Xbox One at a local retailer, you may still want to contact Microsoft directly. If you bought your system locally, and assuming they actually did have stock, you may still need to return the entire system to get a new Kinect.
- It should go without saying, but make sure the Kinect is physically connected to the Xbox One. Assuming it is, make sure the connection is free of any obvious damage.
- Try cycling your system. Turn off the Xbox One by holding the power cord for five seconds, unplug the AC cord and the Kinect cord, then wait 30 seconds. Plug everything in and try again.
- Contact Microsoft directly and arrange for a replacement Kinect.