If your disc won't load or play on your Xbox One console, try the solutions on this page.
If you’re having a problem with a single disc but other discs are working fine, try these solutions.
Solution 1: Ensure the disc is clean and not defective
Clean the disc with a soft, clean, slightly damp cloth. Hold the disc by the edges without touching the top or bottom surface.
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 disc on a friend's console, or at a retail location that can test a disc.
If your disc works on another Xbox One console, see None of my discs play or my disc isn't recognised when I insert it.
Solution 3: Make sure the Blu-ray player app has installed successfully
If you can play game discs but not CDs, DVDs or Blu-ray Discs, 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 Disc 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: Replace the game
If none of the previous solutions fixed the problem and you still can't play a particular disc, go to Xbox One game disc replacement to learn how to replace a Microsoft game. For non-Microsoft games, contact the game's publisher about its game disc 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 disc unnecessarily.
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 Home screen 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:
Solution 1: If you use Instant-On power mode, change power modes and power cycle the console
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 to request a repair. For more information, see Getting your Xbox console or Kinect sensor serviced.
If you're having problems with a game disc that loads but won't install, see The installation process stops at or near 0% when installing an Xbox One game from a disc.
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.
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.
If your disc is stuck in your console, see Manually eject a disc from your Xbox One console.
Check the previous troubleshooting steps to make sure that you need a new disc 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.
If you hear a grinding noise when you insert a disc or when playing it, your console may need service. Go to the Online Service Centre to request a repair. For more information, see Getting your Xbox console or Kinect sensor serviced.
Note If you're having any disc-related problems, make sure that 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 disc drive performance. For more information, see How to position your Xbox One console.
Thanks for your feedback!
Provide feedback for this topic
Would you like to contact Support regarding the "How to troubleshoot problems playing a disc on your Xbox One" issue you were reading about or a different issue?