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Report a problem using the Xbox Insider Hub


Overview

The Report a problem feature is one of the most important aspects of participating in the Xbox Insider Program. Use it whenever you encounter a problem or unexpected behavior to help the development team investigate and resolve problems. This improves the Xbox experience for you and everyone else in the Xbox community.

This page describes the steps to take when reporting a new or known problem and includes answers to frequently asked questions.

Note Report a problem is available only on consoles that have the Xbox Insider Hub installed.

Launch Report a problem

Immediately after you encounter a problem or unexpected behavior, you’ll want to launch Report a problem:

  1. Hold down the Xbox button  on the controller.
  2. On the power menu, select Report a problem.

Report a problem opens as part of the Xbox Insider Hub.

Report a known problem

After launching the Report a problem feature, the Known problems screen displays, which shows you problems that other players have already reported.

To add info about the known problem:

  1. Under Known problems, select the problem you're experiencing.
  2. If you want to show us the problem, select Include screenshot or Include video capture.
  3. Select +1 I have this problem.

Report a new problem

If you’re experiencing a problem or unexpected behavior that no one else has reported, add a new problem. Your report will help our development team investigate the issue. Here’s how:

  1. After launching Report a problem, select Add new problem.
  2. On the Select category screen, select the most appropriate category for the problem.
  3. On the Select sub-category screen, select the most appropriate sub-category for the problem.
    Note If you’re not sure what category a problem should be in, just take your best guess. We’ll still receive and review your problem.
  4. If you want to show us the problem, select Include screenshot or Include video capture.
  5. Provide a Title and Description. The best way to do this is to answer these three questions:
    • What is the problem?
    • What steps did you take to encounter the problem?
    • What additional software, hardware, or accessories were you using when you encountered the problem? For example: media discs, TV model (video issues), AV setup (audio issues), headsets, arcade sticks, or peripherals.
      Note To more easily write your text, use a USB keyboard or the Xbox app on your mobile device or Windows 10 PC. If you use Cortana, use voice-to-text by bringing up the keyboard for each text field, and then pressing the View  button.
  6. Select Done.

Xbox Insider forums

You can also share problems you encounter and find support by chatting with other Xbox Insiders and Xbox staff on the Xbox Insider forums.

Report a problem FAQ

When is the best time to use the Report a problem feature?

Immediately after a problem or unexpected behavior occurs. This ensures the diagnostic data you send us is relevant to the problem.

Can I review the video capture or screenshot I’ll be sending with my problem?

Yes, before you submit your problem, you’ll be able to preview your video capture or screenshot. If you decide not to send either media, just clear the checkboxes and they won’t be included in your report.

I selected “Include video capture,” but I don’t see a video. Why not?

Video capture is available only for problems reported with games.

Can I use something other than my controller to type the description and title for the problem?

Yes, you can use:

  • The Xbox One Chatpad
  • A USB keyboard connected to your Xbox One
  • The Xbox app on Windows 10, Android, and iOS
  • Voice-to-text via Cortana, if you’re using Cortana on your console

I have an idea for a new feature or improvement. Should I submit it via Report a problem?

We’d love to hear your suggestions. The best place to submit them is on the Xbox Feedback page. The development team monitors this page and uses your feedback to plan the development of new features.

However, use Report a problem to report problems or unexpected behavior encountered on the console, as that will help us investigate the problems much faster.

Will I be contacted about problems I’ve reported?

Ideally, we’d follow up with you individually, but because of the amount of feedback we receive, this isn’t always possible. If we have any additional questions about your feedback, we’ll reach out to you via Xbox Live message or on the Xbox Insider forums.

If you’d like an update about a specific problem, you’re welcome to chat with us on the Xbox Insider forums.

The problem I reported still isn’t fixed. When will it be fixed?

We try to fix all problems in a timely manner, but there are inevitably some problems that require a greater level of investigation and investment. If you reported a problem in a previous update and it’s not resolved in the subsequent update, be sure to use Report a problem again and let us know the problem’s still occurring.

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