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Troubleshoot Xbox Music on Windows Phone 8.1

If you find that you're having a problem using Xbox Music on Windows Phone 8.1, it may be due to an app error or incorrect settings.


To resolve Xbox Music issues, try the following solutions.

Solution 1: Check that you have the latest version of the Music app
Ensure that the latest version of the app is installed. To do so, tap the Store tile, then More (…), then settings, and then check for updates.

Note Based on your settings preferences, you may need to be on Wi-Fi to install app updates.

Solution 2: Check that you have the latest version of the Windows Phone software
Operating system (OS) updates are periodically released to improve features and functionality. To check that your Windows Phone OS is the most recent, tap the settings tile, then phone update, and then check for updates.

Solution 3: Check your Xbox Music Pass status and device registration

  1. If you’re using an Xbox Music Pass, check whether it's current. Sign in to your account,  and then tap or click on Xbox Music under Subscriptions to see the status of your Music Pass.
  2. Confirm that your phone is registered for Xbox Music. To check, sign in to your account, tap or click Manage devices, and then tap or click Manage Xbox Music devices. If your Windows Phone is not listed, you may have to add it. For more information on how to add your Windows Phone, see Associate devices with your Xbox Music Pass to sync music.

Solution 4: Restart your phone
To restart your phone, press and hold the power button to power off. If the phone is unresponsive, press and hold the power and volume down buttons simultaneously for 10 seconds.

Solution 5: Check that the time and date are correct on your phone

  1. From Start, swipe left to the App list, and then tap Settings.
  2. Tap Date+time.
  3. If Set automatically is set to On, tap it to turn the setting off.
  4. Set the Time zone, Date and Time fields manually.
  5. Try Xbox Music on the phone again.

Note If you purchased the phone from an online retailer who sells international phones, you may have received an international version of your phone. If so, you may have to set the date format to day/month/year instead of month/day/year.

Solution 6: Error codes
If the problem continues, you may receive an error code. If you see one, search for it in the Error & Status Code Search tool  for information on how to resolve the issue.

Solution 7: Reset your phone
Resetting your Windows Phone will return it to the same state it was in the first time you turned it on. All your personal content will be erased, and the phone will be restored to its factory settings. If you decide to reset your phone, you may want to back up apps, text messages and photos to your Microsoft account in the cloud beforehand. To learn more about this, see Reset my phone.

If you keep experiencing the problem, contact Xbox Support.

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