This page provides general troubleshooting steps to resolve issues on your Xbox One console. If you see an error message, try searching for the error in the Error Code Lookup Tool. If there is a page for the error, it will provide specific troubleshooting steps to resolve the issue.

Solutions

You get an error when you try to install or launch a game or app

If a game or app fails during installation, youll see an exclamation point and error message in My games & apps. Try the following suggestions.

Solution 1: Sign in to the purchasing account while connected to Xbox Live.

1. Make sure that youre connected to Xbox Live. (If you see store tiles, youre connected.)

Not connected? Try the Xbox One Connection Solution.

2. Press the Xbox button on your controller to go the Home screen.
3. Select your gamerpic icon in the upper-left corner.
4. Highlight the purchasing account.
5. Select Choose this person.
6. Try to launch the content again.

Solution 2: Quit and relaunch the app.

1. Move the left stick or right stick until the pointer hovers over the appropriate tile in the recently used apps area of the Home screen.
3. Select the Menu button on your controller.
4. Select Quit.
5. Try to launch the game or app again.

Solution 3: Restart the console.

1. Go to the Home screen.
2. Press the Menu button on the controller.

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3. Select Settings.

Note You can say Xbox, go to settings from any screen, but youll need a controller once youre on the Settings screen.

4. Select Turn Xbox off.
5. Confirm your selection.
6. Wait until the console powers down completely. The Xbox button on the console will stop flashing.
7. Turn on the console and try launching the app again.

You get an error when you try to sign in to your account

If youre having issues signing in to your account, try the following suggestions.

Solution 1: Make sure that youre using the correct Microsoft account.

• Try checking your email accounts for billing notifications from Microsoft. These emails are sent from billing @ microsoft.com with the subject line Purchase confirmation from Microsoft.
  
• Try signing in to My account with the account you believe to be your Microsoft account. The page that loads will show you recent purchases and subscription history. If you dont see those, it may be the wrong Microsoft account.
  
• To check out additional suggestions, see Find your Microsoft account email address or password.

Note We recommend that you locate the account by using one of these methods. We dont recommend that you go to Xbox.com. If you go to Xbox.com and use the wrong account, it will present you with a Terms of Use agreement and create a gamertag for that new Microsoft account. (This can be confusing.)

Solution 2: Make sure youre using the correct Microsoft account password. This will be the password you use to sign into Live.com.

• If you created a Microsoft account using a third-party email (such as Yahoo, Comcast.net, or Gmail), remember that your Microsoft account password is not always the same password.
  
• Passwords are case sensitive, so pay close attention to getting the correct capitalization. For example, ImSecurity#Focused and imsecurity#focused are different passwords.
  
• Need to reset or recover your password? See Microsoft account password forgotten.
  
• Want more tips on keeping your account safe? Go to the Microsoft account security page.
  

You get an error when you try to purchase content
If youre having trouble making purchases, here are a couple of quick things to try:

Solution 1: Check that the card on your account is in good standing. For information on how to add, remove, or change credit cards, check out Manage payment options.

Solution 2: Check that the address on your account matches the language and locale on your console.

To adjust your billing information, follow these steps:

1. Go to My account.
2. Select Payment & billing.
3. Select Billing info.
4. If you need to update your address, select Change billing address and make the necessary changes.
5. Compare the address on your account with the location you set for your console. Check the location in Xbox One system settings.

Solution 3: Try a different payment instrument. For information on how to add, remove, or change credit cards, check out Manage payment options.

Solution 4: Check that your Microsoft account balance has enough currency to cover the purchase and tax. To do this, on the Payment & billing page, sign in using the Microsoft account info associated with your Xbox Live account, and then scroll to the bottom of the page to see your account balance. (Note If you've never had a currency balance on your Microsoft account, you may not see anything in the bottom-left corner.)

You tried the above steps and are still having issues

If the above steps didnt help or werent relevant, check whether theres a current service issue by visiting the Xbox Live status page.

If youre still having issues, contact Xbox Support.