Troubleshoot Xbox LIVE download problems

See also: Troubleshoot Xbox LIVE purchase problems

To fix these status codes, cancel pending downloads, delete partial downloads, and then try downloading the content again. Here’s how:

Step 1: Cancel all downloads

Step 2: Cancel partial downloads

1. On your console, go to Settings, and then select System.
2. Select Storage, and then select your storage device.
3. Select the content type that you are trying to download.
4. Find the item that you are trying to download.
5. If the item is listed, select the item, and then select Delete.

Step 3: Download the content again

Try downloading the content again from your download history. Here’s how:

1. On your console, sign in to Xbox LIVE.
2. Go to Settings, and then select Account.
3. Select Download History.
4. Browse your download history. Select the item, and then follow the on-screen instructions to download the item again.

If the problem persists, there may be a problem with the content. Contact Xbox Support. See the Assistance section at the bottom of this page for more information.

To fix these Xbox LIVE status codes, try the following solutions:

Solution 1: Download the content again

Try downloading the content again from your download history. Here’s how:

1. On your console, sign in to Xbox LIVE.
2. Go to Settings, and then select Account.
3. Select Download History.
4. Browse your download history. Select the item, and then follow the on-screen instructions to download the item again.

If the download fails again, try the next solution.

Solution 2: Maximize your network bandwidth

When you download content from Xbox LIVE, make sure that other computers in your home are not downloading or transferring files. When someone in your house browses the Internet, they use network bandwidth that could be going to your console.

Note Bandwidth is the amount of information transferred over your Internet connection.

You can also try temporarily disconnecting or turning off devices that are connected to your home network.

Once you've maximized your network bandwidth, try to download the content again. If the download fails again, try the next solution.

Solution 3: Download at a different time of day

Some ISPs block or limit large downloads during peak-use times. If an ISP "resets" a connection after a certain period of time or limits the size of downloads, you will receive an error message.

Residential Internet networks are often busiest in the evenings when people are at home. You might get the best Internet connection speed during the day. If you are having problems downloading content, contact your ISP to determine whether they restrict download size, speed, or the amount of content that can be downloaded.

If you try to download the content at a different time of day and it still fails, try the next solution.

Solution 4: Open network ports

If you have a firewall or a router, you might need to make a configuration change to allow your Xbox 360 console to communicate with Xbox LIVE. This configuration change is sometime referred to as “opening ports” or "port forwarding."

To find out which network ports Xbox LIVE uses, see Network ports used by Xbox LIVE.

If opening network ports is not an option, you can try connecting to Xbox LIVE by using a modem connection (rather than connecting through a router or gateway). Plug one end of a network cable into the back of your Xbox 360 console and the other end into your modem — this will bypass any network devices, such as a router or firewall.

To fix this problem, try the following solutions:

Solution 1: Delete incomplete downloads and clear cache

To fix this problem, delete incomplete downloads and temporary files, and then download the content again. Here’s how:

1. On your console, go to Settings, then select System.
2. Select Storage, and then select your storage device.
3. Select the content type that you are trying to download.
4. Find the item that you are trying to download.
5. Delete the item with a yellow warning icon. This yellow icon means an incomplete or corrupted download.
6. Clear your Xbox 360 system cache.

Now, try downloading the content from your download history. Here’s how:

1. On your console, sign into Xbox LIVE.
2. Go to Settings, and then select Account.
3. Select Download History.
4. Select the item, and then select Download Again.

If you still get status code 80070017, try the next solution.

Solution 2: Download to a different storage device

Download the item to a different storage device (for example, to a different hard drive, memory unit, or USB flash drive).

If you still cannot download the item, try the next solution.

Solution 3: Maximize your network bandwidth

When you download content from Xbox LIVE, make sure that other computers in your home are not downloading or transferring files. When someone in your house browses the Internet, they use network bandwidth that could be going to your console.

Note Bandwidth is the amount of information transferred over your Internet connection.

You can also try temporarily disconnecting or turning off devices that are connected to your home network.

Once you've maximized your network bandwidth, try to download the content again. If the download fails again, try the next solution.

Solution 4: Delete and reinstall the game

If you’re trying to download new content for a game, you might be able to fix this problem by deleting the game for which you are trying to download the new content, reinstalling the game, and then trying to download the content again.

Note When you delete a game, the game and saved games are deleted. We recommend that you copy your saved games to a USB flash drive before deleting the game itself. That way, you can copy the saved game information back to your console after you delete and reinstall the game. For information on how to copy content to another storage device, please see Copy, move, or delete Xbox 360 content.

To delete and reinstall a game

1. Sign in on your console with your Xbox LIVE gamertag.
2. Go to My Settings, then select System.
3. Select Storage, and then select your storage device.
4. Select your primary memory device (most likely a hard drive).
5. Select Games & Apps.
6. Select the game that has the problem, and then press Y on your controller.
7. Select Delete. And then confirm the deletion.
8. Press B on the controller, to return to the Xbox Dashboard.
9. Clear your Xbox 360 system cache.
10. If the game you deleted was installed from a disc, install the game again. If the game was downloaded from Xbox LIVE, download the game again. Learn how to download content again.
11. Copy the saved game from your memory unit or USB drive back to your Xbox 360’s hard drive.
12. Try downloading the item again

To fix this problem, try the following solutions:

Solution 1: Check the Xbox LIVE service status

Check the Xbox LIVE status. If there are service alerts for Marketplace or Billing, wait until there are no service alerts.

If there are no Xbox LIVE service alerts, try the next solution.

Solution 2: Make sure the prepaid code is for your region

If you’re using a prepaid code to purchase content, check to see where the prepaid code was purchased. Some prepaid codes cannot be redeemed outside the country where they were purchased. Some prepaid codes, especially ones that were purchased online, only work in the United States. If the region of Xbox LIVE account does not match the region of the prepaid code, you might receive this error.

If you still get status code 80153022, see the Assistance section at the bottom of this page for Contact Us information.

To fix status code 80153016, try the following solutions:

Solution 1: Clear your system cache

The system cache contains temporary files that are used by the Xbox 360 console. Clearing the system cache may fix this problem. Follow these steps:

1. Clear your Xbox 360 system cache.
2. Restart your console.
3. Try downloading the item again

If you get status code 80153016, try the next solution.

Solution 2: Clear your Marketplace system cache

The Xbox 360 console also stores temporary files for Xbox LIVE Marketplace. Clearing the Marketplace cache may fix this problem. Follow these steps:

1. On your console, go to Settings, then select System.
2. Select Storage, and then select your primary storage device.
3. Select System Items.
4. Select Marketplace System Data.
5. Select Delete.
6. Restart your console.
7. Try downloading the item again from Xbox LIVE.

This Xbox LIVE status code occurs if a Marketplace download takes a long time (the connection "times out"). To fix this problem, try the following solutions:

Solution 1: Try the download again

1. On your console, sign in to Xbox LIVE using the gamertag that you used when you originally purchased the content.
2. Go to Settings, then select Account.
3. Select Download History.
4. Select the item that you are having download problems with, and then select Download Again.

If you still cannot download the content, try the next solution.

Solution 2: Maximize your network bandwidth

When you download content from Xbox LIVE, make sure that other computers in your home are not downloading or transferring files. When someone in your house browses the Internet, they use network bandwidth that could be going to your console.

Note Bandwidth is the amount of information transferred over your Internet connection.

You can also try temporarily disconnecting or turning off devices that are connected to your home network.

Once you've maximized your network bandwidth, try to download the content again. If the download fails again, try the next solution.

Solution 3: Stay on the download screen

While the download is in progress, do not use your console to play games or do anything else. Using the console while downloading content can cause the download to pause, stop, or time out.

If you stay on the download screen and continue to have the same problem, try the next solution.

Solution 4: Check for network connectivity or ISP issues

A download can fail if your Internet service provider (ISP) has set bandwidth or connection time limits. Contact your ISP to determine if there are any restrictions that could cause your connection to time out.

To fix status code 80153003, try the following solutions:

Solution 1: Clear your Marketplace system cache

The Xbox 360 console also stores temporary files for Xbox LIVE Marketplace. Clearing the Marketplace cache may fix this problem. Follow these steps:

1. On your console, go to Settings, and then select System.
2. Select Storage, and then select your storage device.
3. Select System Items.
4. Select Marketplace System Data.
5. Select Delete.
6. Restart your console.
7. Try downloading the item again from Xbox LIVE.

If you get the same 80153003 status code, try the next solution.

Solution 2: Clear your system cache

The system cache contains temporary files that are used by the Xbox 360 console. Clearing the system cache may fix this problem. Follow these steps:

1. Clear your Xbox 360 system cache.
2. Restart your console.
3. Try downloading the item again.

If you get the same 80153003 status code, contact Xbox Support. See the Assistance section at the bottom of this page for contact information.

Status code 80153065, or "This item is not available from your current location," appears if you have an Xbox LIVE child account and your Xbox LIVE account region is New Zealand. Xbox LIVE child accounts cannot download content or purchase Microsoft Points in New Zealand. This is true regardless of the content rating or the parental control settings.

Xbox LIVE determines whether an account is a child account or an adult account based on the birthdate provided during account sign-up. If you have reached the age of 18, you can promote your account to an adult account.

This error occurs if Xbox LIVE Marketplace is undergoing system maintenance, if temporary files on your Xbox 360 console are corrupted, or if you need to open network ports.

To fix this problem, try the following solutions:

Solution 1: Try again later

Xbox LIVE Marketplace might be unavailable due to system maintenance. Check the Xbox LIVE status. If there is an Xbox LIVE service alert, wait, and then try again later.

If there are no Xbox LIVE service alerts, try the next solution.

Solution 2: Clear your system cache

The system cache contains temporary files that are used by the Xbox 360 console. Clearing the system cache may fix this problem. Follow these steps:

1. Clear your Xbox 360 system cache.
2. Restart your console.
3. Try to access Xbox LIVE Marketplace.

If you still get status code 80072746, try the next solution.

Solution 3: Clear your Marketplace system cache

The Xbox 360 console also stores temporary files for Xbox LIVE Marketplace. Clearing the Marketplace cache may fix this problem. Follow these steps:

1. On your console, go to Settings, and then select System.
2. Select Storage, and then select your primary storage device.
3. Select System Items.
4. Select Marketplace System Data.
5. Select Delete.
6. Restart your console.
7. Try to access Xbox LIVE Marketplace.

If you still get status code 80072746, try the next solution.

Solution 4: Open network ports

If you have a firewall or are connected to a network through your workplace or school, you might need to open network ports in order for your Xbox 360 console to communicate with Xbox LIVE. See Network ports used by Xbox LIVE for help with opening network ports.

Some connection types and Internet service providers (ISPs) cannot access Xbox LIVE Marketplace from the Xbox 360 console. We are aware of this problem and we are working with ISPs to resolve the problem.

Solution 1: Use the Xbox LIVE Marketplace on Xbox.com

You can purchase items from Xbox.com and add them to your console’s download queue. Here’s how:

1. Go to the Xbox Marketplace.
2. In the upper-right corner, click Sign in. Enter the email address and password that you used when you signed up for Xbox LIVE (this is your Windows Live ID).
3. Browse the Games, Add-ons, or Avatar items to find something you want to download.
4. Click Download to Xbox 360.

The next time you turn on your console, the content will start downloading on your console.

Solution 2: Use a different Internet connection

Connect your Xbox 360 console to the Internet at another location using a different ISP. For example, take the console to a friend’s house and connect to the Internet there.

Try manually refreshing Xbox LIVE:

1. On your controller, press the Guide button.
2. Press Y to return to the Xbox Dashboard.
3. Wait 1-2 minutes.
4. Try accessing Xbox LIVE Marketplace or downloading content again.

If you still receive error code 8000FFFF, please try the solutions for the other error codes below.

Solution 1: Check the status of the Xbox LIVE service

Xbox LIVE Marketplace might be unavailable due to system maintenance. Check the status of the Xbox LIVE service . If there is an Xbox LIVE service alert, wait, and then try again later.

If there are no Xbox LIVE service alerts, try the next solution.

Solution 2: Test your connection

Test the Xbox LIVE connection on your Xbox 360 console. Here’s how:

1. On your console, go to Settings, My Xbox and then select System.
2. Select Network Settings.
3. Select Wired Network or the name of your wireless network if you are prompted to do so.
4. Select Test Xbox LIVE Connection.
5. Do one of the following depending on your results:

• If the test fails and you can't connect to Xbox LIVE, see Can't connect to Xbox LIVE?
• If the Xbox LIVE service is available, try the next solution.
• If there is an Xbox LIVE service alert, try again later when the Xbox LIVE service is available.

Solution 3: Open network ports

If you have a firewall or are connected to a network through your workplace or school, you might need to open network ports in order for your Xbox 360 console to communicate with Xbox LIVE. See Network ports used by Xbox LIVE for help with opening network ports.

This error occurs if Xbox LIVE Marketplace is undergoing system maintenance or if system files that are temporarily stored on your Xbox 360 console are corrupted.

Solution 1: Try again later

Check the Xbox LIVE status. If there is an Xbox LIVE service alert, wait, and then try again later.

If there are no Xbox LIVE service alerts, try the next solution.

Solution 2: Clear your system cache

The system cache contains temporary files that are used by the Xbox 360 console. Clearing the system cache may fix this problem. Follow these steps:

1. Clear your Xbox 360 system cache.
2. Restart your console.
3. Try to buy or download the item again from Xbox LIVE Marketplace.

If you get the same error code, try the next solution.

Solution 3: Clear your Marketplace system cache

The Xbox 360 console also stores temporary files for Xbox LIVE Marketplace. Clearing the Marketplace cache may fix this problem. Follow these steps:

1. On your console, go to Settings, and then select System.
2. Select Storage, and then select your primary storage device.
3. Select System Items.
4. Select Marketplace System Data.
5. Select Delete.
6. Restart your console.
7. Go to the Xbox LIVE Marketplace.

If you still cannot access Xbox LIVE Marketplace after clearing both the system and Marketplace cache, Xbox LIVE Marketplace is likely down for system maintenance or experiencing a temporary problem. Please try again later.

This message can appear in the following situations:

• When your network bandwidth is low.
• You started another activity on your console. Content downloading has a lower priority than gameplay or other activities.

Restart the download

To fix this problem, try restarting the download. Here’s how:

If the download is not in the Active Downloads list, you’ll need to start the download again. Here’s how:

1. On your console, sign into Xbox LIVE.
2. Go to Settings, and then select Account.
3. Select Download History.
4. Select the item that you are having problems downloading, and then select Download Again.

Important While the download is in progress, do not use your console to do anything else like play a game. Using the console while downloading content can cause the download to pause, stop, or to time out. Also make sure that other computers in your home are not downloading or transferring files. When someone in your house browses the Internet, they use bandwidth that could be going to your console

If downloads continue to stop or fail, try improving the speed of your Xbox LIVE connection.

If you are having problems downloading or streaming videos from Zune Marketplace, try the following solutions:

Solution 1: Maximize your network bandwidth

When you download content from Xbox LIVE, make sure that other computers in your home are not downloading or transferring files. When someone in your house browses the Internet, they use network bandwidth that could be going to your console.

Note Bandwidth is the amount of information transferred over your Internet connection.

Streaming video requires optimal Internet connection speed. Learn what you can do to improve Xbox LIVE speed.

Solution 2: Try standard-definition video instead of high-definition video

Streaming high-definition video requires greater Internet speeds than standard-definition video. If a standard-definition version of the movie is available, try streaming that instead.

If you’re having problems downloading videos, try these additional solutions below.

Solution 3: Download the complete video

Instead of streaming the content, try downloading the complete video before you try to play it.

Solution 4: Delete and re-download the video

Try deleting the video, clearing your system cache, and then downloading the video again.

1. Delete the video from your hard drive. For information about how to delete content from your console, please see Copy, move, or delete Xbox 360 content.
2. Clear your Xbox 360 system cache.
3. Restart the console.
4. Try downloading the video again.

If the downloaded content doesn't match what you selected on Xbox LIVE, please. See the Assistance section at the bottom of this page for more information.

Normally, you can download items from your download history for no additional charge. Make sure the item is in your download history. Here’s how:

1. On your console, sign in to Xbox LIVE.
2. Go to Settings, and then select Account.
3. Select Download History.
4. Select the item in your download history and select Download Again.

Note If an item does not appear in your console’s download history, it may have been purchased using a different Xbox LIVE account. To see what you purchased on your Xbox LIVE account, please see Check your Xbox LIVE bill.

If an item appears in your download history with the option to Buy Now, try the solutions below.

Solution 1: Restart your console

Restart your console and sign back into Xbox LIVE. If the item in your download history still appears with Buy Now, try the next solution.

Solution 2: Purchase the item again (you should not be charged)

Go ahead and choose the Buy Now option to download the item again. Even though it seems like you’ll be charged again, you should not be charged any additional points because you’ve already purchased the content.

To make sure that your Xbox LIVE account was not billed a second time, check the amount of Microsoft Points that you have at billing.microsoft.com/points.aspx. Recent purchases are shown at the bottom of this webpage.

If you see a duplicate charge on your Xbox LIVE account, contact Xbox Support. See the Assistance section at the bottom of this page for more information.

If you can’t download something from Xbox LIVE Marketplace, try the following solutions:

Solution 1: Delete partial downloads and re-download

Use these steps to cancel all downloads, delete partial downloads, and download the content again.

Step 1: Cancel all downloads

Step 2: Cancel partial downloads

1. On your console, go to Settings, then select System.
2. Select Storage, and then select your storage device.
3. Select the content type that you’re trying to download.
4. Find the item that you are trying to download (may appear with a yellow warning icon).
5. If the item is listed, select the item, and then select Delete.

Step 3: Download the content again

Try downloading the content again from your download history. Here’s how:

1. On your console, sign in to Xbox LIVE.
2. Go to Settings, and then select Account.
3. Select Download History.
4. Browse your download history. Select the item, and then follow the on-screen instructions to download the item again.

If the download fails, try the next solution.

Sometimes, download problems can be fixed by deleting the marketplace cache and clearing the console’s system cache. Here's how:

1. On your console, go to Settings, and then select System.
2. Select Storage, and then select your storage device.
3. Select System Items.
4. Select Marketplace System Data.
5. Select Delete.
6. Clear your Xbox 360 system cache.
7. Restart your console.
8. Go back to your Download History and try downloading the item again.

If the download fails, try the next solution.

If your Xbox 360 console is connected to the Internet through a router, bridge, or wireless access point, try connecting the console directly to the modem, instead of through those devices. To do that, plug one end of a network cable into the back of the console and the other end directly into your modem. Then try downloading the content again.