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Error 80A40002 occurs when you try to sign in or recover your profile on Xbox One

You may see the following error message when you try to do one of these things:

  • Sign in with your Xbox Live profile on your Xbox One console
  • Recover your profile to an Xbox One console

0x80A40002

There was a problem and we couldn't continue

This may mean the following:

  • There's an Xbox Live connectivity issue.
  • There's an issue with your Microsoft account.

Solutions

Solution 1: Test your Xbox Live connection

  1. Scroll left on the Home screen to open the guide.
  2. Select Settings.
  3. Select All Settings.
  4. Select Network.
  5. Select Network settings, and then select Test network connection.

Note If you get a message saying "Everything is good," try to sign in to your Xbox Live profile. If your connection isn't working, see the Xbox One Network Connection Error Solution for help.

Solution 2: Remove and recover your Xbox Live profile

  1. Remove your Xbox Live profile from the console.
    1. Scroll left on the Home screen to open the guide.
    2. Select Settings.
    3. Select All Settings.
    4. Under Account, scroll to the right and select Remove accounts.
    5. Select the account that you want to remove.
    6. Select Remove to confirm.
    7. When you're finished, select Close.
    8. Restart your console:
      1. Scroll left from Home to open the guide.
        Note
        Double-tapping the Xbox button will open the guide from any other screen on the console.
      2. Select Settings.
      3. Select Restart console.
      4. Select Yes to confirm.
  2. Recover your profile to the console.
    1. Scroll left from Home to open the guide.
    2. Scroll up and select Sign in at the top of the guide.
    3. Select Add & manage.
    4. Enter your Microsoft account email address and password, and then select Enter.
    5. Verify the privacy settings you've set for your account. These apply to any Xbox One console that you sign in to. Select Next.
    6. On the Choose a colour screen, select the colour for your Home screen to differentiate between you and others using this console. Select Next.
    7. You'll be reminded of the gamerpic that's associated with your profile. Select Next.
    8. Select either Save my password or Keep asking for my password. Your profile is now downloaded to the console

      Note To control who has access to your account, select Keep asking for my password. Otherwise, anyone can sign in to your account without your permission on the console. This is especially important if you're signing in to a console you don't own or that you share with others.

    If you keep experiencing the issue, contact Xbox Support.

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