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Troubleshoot Movies & TV on Xbox One

If you're having a problem using Movies & TV on your Xbox One console, the problem may be related to an app error or a console setting.

Note If you see any alerts here, wait until the service is up and running, and then try again:

TV, Music and Video: up and running
2016-12-04T06:02:34.7281147+00:00

Solutions

To resolve the problem, try the following solutions.

Solution 1: Upgrade to the latest software version of Xbox

The Movies & TV app was recently updated to run on the latest software version of Xbox. You’ll need to be running that to continue enjoying Movies & TV on your console.

To check that you have the latest software version:

  1. Double-tap the Xbox button  on your controller to open the guide, and then scroll down to Settings.
  2. Select All settings.
  3. Scroll down to System, and then select Console info & updates.

If you see a box showing “No update available,” you’re running the latest version of the Xbox software. If you see an upgrade available, select it to continue and upgrade.

Note All open games and apps will close while your console updates.

Solution 2: Removing duplicate versions of Movies & TV

If you have upgraded to the latest version of the Xbox software and you see duplicate tiles for Movies & TV, you can take the following steps to remove the older version.

First, launch one of the versions of Movies & TV.

If you see a message telling you that you need an update, you have launched the older version of the app. To remove this version:

  1. Select Cancel on the update screen.
  2. In your list of apps, select the Movies & TV tile that you previously launched, and then press the Menu button  .
  3. Select Manage app, and then select Uninstall all from the next screen.

Once uninstalled, you can hide the tile that appears in Ready to install under My games & apps. To do this, highlight the tile and press the Menu button  , and then select Hide from list.

If the Movies & TV app launches without any updates required, you have launched the latest version of the app. Follow the steps above to uninstall and remove the older version of the app.

Solution 3: Test the Xbox Live service

  1. 1. Double-tap the Xbox button  on your controller to open the guide, and then scroll down to Settings.
  2. Select All settings.
  3. Select Network, and then select Network settings.
  4. Under Troubleshooting, select Test network connection.
    • If you can connect to Xbox Live, the console is connecting correctly.
    • If you can't connect to Xbox Live, the Connection Test will show you:
      • Where in the connection process the error occurs.
      • What kind of error it is.

Note this information, and then try the Xbox One Network Connection Error Solution to resolve the problem.

Solution 4: Uninstall and then reinstall the app

The following will help you uninstall and reinstall the Movies & TV app. Your movie collection will not be removed by taking these steps.

  1. Press the Xbox button  on your controller to go to the Home screen.
  2. Scroll right and select My games & apps.
  3. Scroll down to Apps, and then highlight the Movies & TV tile.
  4. Press the Menu button  on your controller, and then select Uninstall.
  5. On the confirmation screen, select Uninstall all.
  6. Restart your console: Double-tap the Xbox button  to open the guide, and then scroll down to Settings and select Restart console. Select Yes at the confirmation screen.
  7. Once your console has restarted, scroll right to the Store area, and then scroll down and select Browse movies.
  8. On the Store page, scroll down and select My movies & TV.
  9. Select Install to download and install the Movies & TV app.

Solution 5: Delete your profile and download it again

To delete your profile, which might be corrupted, follow these steps:

  1. Double-tap the Xbox button  on your controller to open the guide, and then scroll down to Settings.
  2. Select All settings.
  3. Under Account, select Remove accounts.
  4. Select the account you want to remove, and then select Remove to confirm.

To download your Xbox profile, follow these steps:

  1. Double-tap the Xbox button  to open the guide, and then scroll up to Sign in.
  2. Select Add & manage, and then select Add new.
  3. Type your Microsoft account email address and password.
  4. If applicable, read the Terms of Use and privacy statement, and then select I accept to continue.
  5. Review the privacy settings that you set for your account, and then select Next.
  6. Select the sign-in and security preferences that you want.
  7. View your gamerpic, and then select Next.
  8. Select a color for your Home screen, and then select Next.
  9. Once complete, press the Xbox button  to go to the Home screen.

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