If your disc won’t load or play, try a different disc to see if this is a disc issue or a console issue. For example, if you’re having trouble with a game disc, try another game disc, a CD, a DVD or a Blu-ray disc.
Make sure that your console is placed horizontally on a flat, stable surface The console is not designed to operate in the vertical orientation because it could affect disc drive performance. For more information, see How to position your console.
If other discs don’t load or play properly, or your drive makes a grinding noise If you can’t get any discs to load, or if you hear a grinding noise when you insert a disc, your console may need service. Go to the Online Service Centre and click Start Request to request a repair.
Try cleaning the disc with a soft, clean, slightly damp cloth. Hold the disc by the edges without touching the top or bottom surface.
If possible, try playing the disc on another Xbox One console. This will help to determine whether the problem is with the disc or the console. Try the disc on a friend’s console, or try it at a local game shop that has an Xbox One.
If cleaning the disc does not help, or if the disc also does not work on another Xbox One console, you may need to replace it. If the disc is new, return it to the retailer for an exchange. If the disc is not new but is an Xbox One game disc, go to Xbox One game disc replacement for instructions on how to replace it. If the game is not published by Microsoft, contact the game publisher about its game disc replacement policy.