Troubleshoot the SkyDrive app on Xbox 360

This article describes how to resolve problems with the SkyDrive app on Xbox 360.

If the SkyDrive app doesn’t respond to input, delete and reinstall it. Here’s how:

1. From the Xbox Dashboard, go to Settings and then System.

2. Select Storage.

3. Select your primary storage device (most likely Xbox 360 Hard Drive).

4. Select Games and Apps.

5. Find and select any items that refer to “SkyDrive.”

6. Select Delete.

7. Return to the Xbox Dashboard.

8. Go to Browse Apps, and then select SkyDrive.

9. Select Confirm Download to download and install the app.

If the problem is not resolved, contact Xbox Support.

You may get one of the following error messages when you try to use the SkyDrive app.

• Can’t connect to the SkyDrive Service. Error code: 0C01/8009/0304

• The SkyDrive app can’t continue. Sorry, there was a problem with the SkyDrive app. Please launch it again.

These errors can occur if there’s a problem with the SkyDrive app or if you can't connect to the SkyDrive service. Try the following steps:

1. Go to the Service status page to check for current issues with the service.

2. If there are no issues and you get this error when you try to start the SkyDrive app, wait for about a minute and try again.

3. If you continue to get the error, delete and reinstall the SkyDrive app.

4. If reinstalling the app doesn’t resolve this issue, contact Xbox Support.

• There's a problem connecting to SkyDrive. Check your Internet connection, and then try again.

  For information on app status as well as troubleshooting instructions, go to www.xbox.com/status

  This error can occur if there’s a problem with the SkyDrive app or if you can’t connect to the SkyDrive service. For example, this issue can occur if your Internet connection is slow.

  If you get this error message, follow these steps:

  1. Go to the Service status page to check for current issues with the service.

  2. If there are no issues with the service and you get this error when you try to start the SkyDrive app, wait about a minute and try again.

  3. If you continue to get the error, delete and reinstall the SkyDrive app.

  4. If reinstalling the app doesn’t resolve the issue, try to improve your connection speed .

  5. If these steps didn’t resolve your problem, contact Xbox Support.

• There is a problem with your Microsoft account. Please go to Account.live.com to fix the problem.

  This issue can occur if there’s a problem with your Microsoft account. For example, there may be a problem with the account proofs, account information, or account security.

  To resolve this issue, follow these steps:

  1. Exit the SkyDrive app.

  2. Visit Microsoft account.

  3. Verify that all your information is correct.

  4. Start the SkyDrive app on your Xbox 360 console.

• There was a problem signing you in to SkyDrive. Please try again in a few minutes.

  If you continue to have this problem, search Windows.microsoft.com for error code 0x8*******.

  This issue can occur if you can’t sign in to SkyDrive.

  To resolve this issue, exit the SkyDrive app and sign out of Xbox LIVE. Then, sign in to Xbox LIVE and try to start the app again.

• There was a problem signing you in to SkyDrive. Please sign in to Messenger to fix this issue. Press the Xbox Guide button, then select Chat & IM. Scroll to the right and select Sign In. Enter your Microsoft account password on the next screen. Once you are signed in, restart the app. For detailed instructions, search Support.xbox.com/apps for error code 4.

  This issue can occur if you can’t sign in to SkyDrive.

  To resolve the problem, see Set up the SkyDrive app on Xbox 360.

• There was a problem signing you in to SkyDrive. Please try again in a few minutes.

  If you continue to have this problem, search Windows.microsoft.com for error code 8.

• There was a problem signing you in to SkyDrive. Please try again in a few minutes

  If you continue to have this problem, search Windows.microsoft.com for error code 9. (Error code 9 – 14, 17, 18-22).

This issue can occur if there’s a problem with the SkyDrive app or if you can’t connect to the SkyDrive server. If you get one of these error messages, follow these steps:

1. Exit the SkyDrive app.

2. Wait one or two minutes and then start the SkyDrive app again.

3. Go to the Service status page to check for current issues with the service.

4. If the service is running normally, try to start the SkyDrive app again.

5. If you continue to experience the problem, please report it to us.

• This Microsoft account has been blocked. To learn how to fix this problem, go to SkyDrive.com. (Error code 15)

  This issue can occur if the account is blocked. For more information about this issue, see SkyDrive.

• The photo, video, or folder can’t be displayed. It might have been moved or deleted, or you might not have permission to access it.

  If you continue to have this problem, search Windows.microsoft.com for error code 23.

  This issue can occur if the file type of the content that you are trying to view is not supported.

  To resolve this issue, follow these steps:

  1. Verify that the content file type is supported. To do this, visit Play To overview.

  2. If the content file type is supported, try to view the file on SkyDrive.

• This folder is empty.

• No files have been shared with you yet.

• Your SkyDrive doesn’t contain any photos or videos.

These errors can occur if you don't have any content stored on SkyDrive.

The SkyDrive App on the Xbox 360 can only be used to view content you have already stored on SkyDrive. To take advantage of this app, visit SkyDrive to begin to take advantage of this service and view your favorite movies and pictures on the large screens in your house.

• Shared files can’t be viewed. All signed-in profiles must have Member Content set to Everyone. To change this setting, go to Settings and choose Privacy. For detailed instructions, go to Support.xbox.com/apps

This issue can occur if the privacy settings for your account are incorrect.

To resolve this issue, visit Xbox LIVE and Zune online safety and privacy.

Note The Member Content setting must be "Everyone."

• To use the SkyDrive app, you need an Xbox LIVE Gold Membership.

• {Gamertag} is signed out. Sign in to Xbox LIVE, and then launch SkyDrive again.

This issue can occur if you’re not signed in to Xbox LIVE with an Xbox LIVE Gold-enabled account.

To resolve this issue, exit the SkyDrive app and then sign in to Xbox LIVE with a Gold-enabled account. Then, start the SkyDrive app again.

• The photo, video, or folder can’t be displayed. It might have been moved or deleted, or you might not have permission to access it.

This error can occur if the content you select isn’t available.

To work around this issue, return to the previous menu and select something else to view.

If you feel that you got the message in error, follow these steps:

1. Try to view the content on SkyDrive.

2. If you can view the content on SkyDrive and you continue to get the error message, visit Service status to check the status of the SkyDrive service.

3. If the SkyDrive service is Running Normally, exit the SkyDrive app and start the app again.

4. If you continue to experience problem, please report the issue to us.