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Troubleshoot problems with Xbox Play Anywhere games

Overview

When you buy an Xbox Play Anywhere game, it’s yours to play on both Xbox One and Windows 10. You only need to buy it once, and it’ll be available to install on any Xbox One or Windows 10 device you sign in to.

For more details about Xbox Play Anywhere, frequently asked questions, and a full list of forthcoming and currently supported titles, visit http://xboxplayanywhere.com.

Things to know

Here are a few solutions that can resolve common Xbox Play Anywhere issues. Try these before you use the troubleshooting steps below:

  • Check the Xbox Live service status.

    If you see any alerts here, wait until the service is up and running and try again:

Xbox Live Core Services: up and running
2017-02-23T01:52:07.7409172+00:00
  • Make sure you’re playing a digital version of the game. You won’t be able to use Xbox Play Anywhere with a game disk. You can purchase the digital version from the Store on your Xbox One, Windows 10 device, xbox.com, or microsoft.com. You can also purchase a code from a retailer and redeem it on your console or device.

    Note You can continue to earn achievements and take game progress with you between consoles when you connect online. For more info, go to Xbox One cloud game saves FAQ.

  • Make sure the game you’re playing is compatible with cross-platform play by visiting the game’s product detail page. For more troubleshooting tips, go to Cross play on Windows 10 and Xbox One.
  • Make sure it’s not a problem with your cable modem or Internet service provider (ISP). See if any other games or apps are working. If they’re not, try restarting your router. Go to Fix network connection issues in Windows 10 for additional network troubleshooting info.
  • Make sure that your Windows 10 device meets the game’s hardware system requirements by going to How to find out if a game will work on your Windows 10 device and following the steps there.

If these solutions did not resolve your issue, continue with the following troubleshooting solutions.

I’m having a problem playing with a friend on a different platform

I can’t continue a game last saved on another platform

I can see downloadable content on one platform, but not on the other

I’m having gameplay issues with an Xbox Play Anywhere game

I can see achievements on one platform but not on the other

I pre-ordered my game on one platform but don’t see it available on the other

I can download my game on one platform but not on the other

I’m having trouble redeeming an Xbox Play Anywhere game code

I’m having a problem playing with a friend on a different platform

If you’re having problems playing with a friend who’s using a different platform, follow these steps:

  1. Make sure you’re not streaming from another device. You can stream to only one device at a time.
  2. Make sure not to download or watch content on your console or device while playing online, as this will affect your performance. This applies to any other devices that share your network.
  3. Ask your friend to follow the same troubleshooting steps (including the tips in the “Things to know” section, above) to see if the issue is on their end.

I can’t continue a game last saved on another platform

If you’re having problems continuing a game that you saved on a different platform, follow these steps:

  1. Make sure you’re using the same Microsoft account for both platforms when you sign in.
  2. Sign back in to the game on the platform where it was last saved (the game should pick up where you left off).
  3. Resave the game on this platform, and then try to open the game on the other platform.

Note For additional game save troubleshooting, visit Xbox One cloud game saves FAQ.

I can see downloadable content on one platform, but not on the other

If you can see downloadable content on one platform, but not on the other, follow these steps:

  1. Make sure you’re signed in to the same Microsoft account on both devices.
  2. Check your order history at https://account.microsoft.com/billing/orders to see if the purchase completed successfully.

I’m having gameplay issues with an Xbox Play Anywhere game

If you’re having gameplay issues with an Xbox Play Anywhere game, follow these steps:

  1. Sign in with another Microsoft account and see if you experience the same problem.
  2. Try updating drivers in your Windows 10 device, such as video card, audio, and networking drivers. To do this, go to How to get software and driver updates for Windows 10 and follow the steps there.
  3. Make sure your Windows 10 operating system is up to date by running Windows Update. To do this, go to Settings > Update & security > Check for updates.
  4. Restart your device.

If you’re still having problems, visit the game community for discussions, known issues, and to ask questions with other players of the game.

I can see achievements on one platform but not on the other

If you can see your achievements on one platform but not on the other, follow these steps:

  1. Make sure you’re connected online.
  2. Make sure you’re signed in with your Microsoft account while playing the game.

If you’re still having problems with achievements, visit Problems with Xbox One achievements and challenges for more info.

I pre-ordered my game on one platform but don’t see it available on the other

If you can see a pre-ordered game on one platform but not the other, follow these steps:

  1. Make sure you’re signed in to the same Microsoft account on both devices.
  2. Check your order history at https://account.microsoft.com/billing/orders to see if the purchase completed successfully.

I can download my game on one platform but not on the other

If you can download your game on one platform but not on the other, follow these steps:

  1. Check whether there’s enough free disk space. To do this:
    1. Go to Settings > System > Storage.
    2. The used disk space for each drive on your device will be displayed. Make sure you have enough available space on your hard drive.

    Note For more info about how to check storage on your Windows 10 device, see Find out how much storage your PC has.

  2. Restart your device.

I’m having trouble redeeming an Xbox Play Anywhere game code

If you’re having problems redeeming a game code, visit How to redeem an Xbox prepaid code for steps on how to redeem a code, and what to do if you run into any problems.

Next steps

If none of these solutions resolved your problem, visit the Xbox Community to find out if other players are experiencing the same issue as you.

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