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Error code 809B1004 occurs when you’re using Kinect

Problem

You may see the following error code and message when you’re using Kinect for Xbox 360:

Face obscured

809B1004

This means that the Kinect sensor can’t see you well enough.

Solutions

Solution 1: Adjust the line of sight and try again

Make sure that there's enough light and that nothing is in the way between you and the Kinect sensor, and then try again.

Solution 2: Request a repair

If the previous solution doesn’t work, sign in to request a repair and click Start request.

Repair or warranty questions? See Xbox 360 warranty, registration and repair: Frequently asked questions.

Solution 3: Contact Xbox Support

Contact Xbox Support by clicking the Contact Us link at the bottom of this page.

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