The first of our Xbox One troubleshooting guides deals with problems loading or installing discs, games and other media. While frustrating, problems with games loading are usually some of the easiest to fix. Troubleshooting Xbox One is often a case of checking through the possible causes one by one until you find the fix that works.
Some Discs Don’t Play
If some of your game discs don’t work properly, but others play perfectly, the problem is most likely with the non-working disc rather than the console. Remove the disc carefully from the console and try one of the following fixes:
1 Clean the Disc – Holding the disc by the edges, carefully wipe the surface with a soft, clean, slightly damp cloth. As when cleaning any compact disc, avoid wiping in a circular motion, instead wiping from the middle outwards.
2 Try on Another Xbox One – If you have friends/relatives with an Xbox One, try the disc in their console. This will hopefully help to determine if the disc is the problem, or if it is your Xbox’s ability to read it. If you can’t try the disc in a friends’ console, try your local videogames store, as they might be willing to test it for you.
3 Check the Blu Ray App – If game discs work but other discs, like Blu Rays, don’t, it is worth checking to see if the Xbox Blu Ray app is working properly. If you are unsure, try reinstalling the app from scratch. It is also a good idea to check that the Blu Ray you are trying to play is from the same region where you purchased the console (e.g. Region A for North America, Region B for Europe).
4 Replace the Disc – If none of the previous fixes work, it may be possible to have the disc replaced. If the game is published by Microsoft, you can try using the Xbox One disc exchange program. You can find more details of the disc exchange program here.
You will need to provide things like details of when and where the game was purchased, as well as providing images of the disc.
If the game is not published by Microsoft, you will need to check with the individual publishers to see if they offer a similar program (some do, some don’t).
No Discs Play or Are Recognised
If none of your game discs will play, or if games are not recognised by the console when inserted, there are a couple of possible problems: Instant-on Power Mode is causing problems, or the disc drive needs to serviced. The Instant-on problem should be a fairly easy fix, but the drive problem may be harder to get sorted.
To check if the problem is with the Instant-on settings, try the following: Press the Xbox button to open the guide. Select Settings > All Settings > Power > Power Mode > Energy Saving, and then perform a “Hard Power Cycle” by holding down the power button on the Xbox for 10 seconds.
Let the Xbox completely power down, and then restart it. Insert the disc again and see if your console recognises it. If it does, you can revert to Instant-on Power mode again if you wish.
If the above fix doesn’t work, you may need to request a repair from Microsoft. You can do this online by visiting the Online Service Center here.
If you have not already registered your Xbox, you will need to do so before you can find out if you can get it repaired. Registering will allow Microsoft to see if it is still within the standard warranty period for your territory.
Games Not Installing Correctly
If you are having problems installing games from the disc on to the Xbox, e.g. the installation hangs on 0% or near to 0%, your console may be trying to download an update for the game at the same time as trying to install it. There are a couple of things you can try to fix this.
1 Take the Console Offline – Go into the settings and disconnect your Xbox One from the Wi-Fi network. Cancel the installation/download and then power cycle the Xbox to reset it. With the console still offline, try reinstalling the game from the disc. You can then reconnect to the Wi-Fi network and download the updates.
Note: If the console is completely frozen and pressing the Xbox button on the controller won’t open the guide, you can reset it by pressing and holding the Xbox button on the console for about 10 seconds. The console will shut down. Wait 10 seconds and then press the button to restart it.
2 Clear Your Local Saved Games – If the above fix didn’t work, you can try clearing your local saved games to make some room for the new installation. With the Xbox One turned on, remove the disc from your console and then scroll left on Xbox Home to open the guide. Select Settings > All Settings > System > Storage, and then select “Clear Local Saved Games.”
This will not delete any games or anything you have saved to the Xbox Live cloud, just locally saved data.
Game Download Failing (or Not Starting)
Occasionally you may encounter problems when trying to download Xbox One content over a Wi-Fi connection. This can include games, updates or add-ons. If you see a specific error code, you can check what it means by performing an error and status code search here.
1 Check Xbox Live Service Status – You can check the status of the various Xbox Live services here. This should be your first step if downloading is a problem.
2 Check Hard Drive Space – If there is not enough space to store the whole game (or other content) in the hard drive, the download will not start, or it will start and quickly fail. Check your notifications to see if you have a lack of space warning. To do this, double-tap the Xbox button on the controller and select “Notifications” in the guide.
If there is a lack of space notification, you will either need to delete some stored content, or add an external hard drive.
3 Check Your Profile – If you ever let people sign in to their profile on your Xbox One, check that you are signed back in to the profile which was originally used to purchase the game or other content.
4 Check for System Updates – In some instances, a pending system update can cause downloads to be halted. A specific sign of this is if you see a “Download Stopped” error. You can check for and install system updates by pressing the Xbox button to open the guide, and then selecting Settings > All Settings . System > Console Info & Updates. Available updates will be listed at the bottom of the first column.