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How to troubleshoot problems playing a disk on your Xbox One

If your disk won’t load or play on your Xbox One console, try the solutions on this page. Click on the topic that best describes your problem.

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Some disks play, but others don't or get an error

If you’re having a problem with a single disk but other disks are working fine, try these solutions.

Solution 1: Ensure the disk is clean and not defective

Clean the disk with a soft, clean, slightly damp cloth. Hold the disc by the edges without touching the top or bottom surface.

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Solution 2: Try playing the disc on another Xbox One console
Playing the disc on another console will help you figure out whether the problem is with the individual disc or the console's disc drive. Try the disk on a friend’s console or at a retail location that can test a disk.

If your disk works on another Xbox One console, see None of my disks play or my disk isn’t recognised when I insert it.  

Solution 3: Make sure the Blu-ray player app has installed successfully
If you can play game disks but not CDs, DVDs or Blu-ray Disks, make sure that the Blu-ray player app has installed successfully. For more information, see Set up and install the Blu-ray and DVD player app on Xbox One. If installation is unsuccessful, contact Xbox Support.

Solution 4: Make sure your DVD or Blu-ray Disk is from the same region where you purchased your console
See Supported regions and formats for Blu-ray and DVD movies on Xbox One for more information.

Solution 5: Ensure that your console is up to date
If your console can play DVDs and Blu-ray Disks, but not an Xbox One game disk, your console might be experiencing a known issue that affected a small number of customers in August 2014.

If your console is up to date, this issue will not affect you. To ensure your console is up to date, go to Settings, and then select System.

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The System screen will let you know if an update is available. If there is, download it.

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If your console doesn’t need an update and you still can’t play any game disks, your console will need service. Go to the Xbox Online Service Centre and click Start Request to request a repair.

Note If you’re having trouble with only one of your game disks, go to Solution 6 to avoid an unnecessary repair.

Solution 6: Replace the game

If none of the previous solutions fixed the problem and you still can’t play a particular disk, go to Xbox One game disk replacement to learn how to replace a Microsoft game. For non-Microsoft games, contact the game's publisher about its game disk replacement policy.

Important If none of your games or discs play, go to the following section, None of my discs play, or my disc isn’t recognised when I insert it. This information may help you avoid replacing a disk unnecessarily.

None of my disks play, or my disk isn’t recognised when I insert it

Try the following solutions if none of your discs will play, or if you insert a disc and your console doesn't recognise it. If your Xbox Dashboard tells you to insert a disc when a disc is already inserted, that means it doesn't recognise your disc. In these scenarios, there are two possible issues:

  • The settings for Instant-On power mode can render a small number of consoles unable to read disks.
  • The console’s disk drive needs servicing.

Solution 1: If you use Instant-On power mode, change power modes and power cycle the console

Here's how:

  1. Go to Settings, and then select Power & startup.
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  1. On the Power & startup screen, under Power mode, use the down arrow to select Energy-saving.
  2. Perform a hard power cycle by holding down the console’s power button for 10 seconds. Once the console has completely shut down, press the power button again to restart it.
  3. Try your disk again. Wait a few seconds to see if the console recognises it. If the console can now read the disk, you can revert back to Instant-On power mode.

Follow the above steps if the problem happens again.

Solution 2: Request a repair

If the previous solution didn’t fix the issue, your console will need a repair. Go to the Online Service Centre and click Start Request to request a repair.

My disk loads but won’t install

If you’re having problems with a game disk that loads but won’t install, see The installation process stops at or near 0% when installing an Xbox One game from a disk.

If your disc loads but your console doesn't recognise it (the console tells you to insert a disc even though you already have), see the previous section, None of my discs play, or my disc isn’t recognised when I insert it.

My game crashes, and I'm returned to the Dashboard

If the game loads successfully and you're able to start playing, the problem typically isn't related to your console's disc drive. You should check to make sure that your disc isn't scratched. If it's not, you may be able to get some help from the Xbox One Game Freeze Solution.

My disk is stuck and I can’t get it out

If your disk is stuck in your console, see Manually eject a disk from your Xbox One console.

I need to replace an Xbox One game disk

Check the previous troubleshooting steps to make sure that you need a new disk rather than a console repair. After reading this page, if you think you do need to replace your disc, see Xbox One game disc replacement.

My console makes a grinding noise when I insert or play a disk

If you hear a grinding noise when you insert a disk or when playing it, your console may need service. Go to the Online Service Centre and click Start Request to request a repair.
Repair or warranty questions? See Xbox One warranty and registration FAQ.

Note If you’re having any disk-related problems, make sure your console is placed horizontally on a flat, stable surface. The console isn’t designed to operate in a vertical position because it could affect disk drive performance. For more information, see How to position your Xbox One console.

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