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Problems downloading a game or app on Xbox One

This page describes what to do if you have a problem when trying to download Xbox One content.

Note If you see a specific error code or status code, use the search box on the Error & Status Code Search page to find information about how to solve the problem.

On this page

Download doesn't start or fails

Try the following solutions if the download does not start or fails.

Solution 1: Check Xbox Live service status

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

Solution 2: Sign in with the correct Xbox Live profile

Make sure you’re connected to Xbox Live and signed in with the profile that originally purchased the content.

Solution 3: Check the space on your hard drive

View your notifications on your Xbox One console to make sure you have enough space on your hard drive to install the content. Here’s how:

  1. Double-tap the Xbox button on your controller, and then select Notifications in the guide.
    Note You can also view your notifications by selecting Notifications on Home.
  2. See if there are any notifications about low or unavailable hard drive space. Xbox One will alert you when you’re running low.
  3. If there’s a notification about low hard drive space, you’ll have to either delete content to free up space or add an external drive. For information about setting up and managing external storage, see How to manage storage on Xbox One.

To delete items from your hard drive:

  1. On Home, pull the right trigger (RT), and then press A to open My games & apps.
  2. Browse your games and apps to find the items you no longer use.
  3. Highlight the game or app you want to uninstall.
  4. Press the Menu button on your controller.
An arrow points to the Menu button on an Xbox One controller.
  1. Select either Manage game or Manage app.
  2. Select the installation. For example, select Internal Manage all.
  3. Select Uninstall all.
  4. Repeat this process until you have enough free space on your hard drive. Note that games take up a lot more space than apps.

Download takes a long time or doesn't complete

Try the following solutions if the download is taking a long time or doesn't complete.

Solution 1: Check your connection to Xbox Live

Download problems are often caused by a weak or intermittent connection to Xbox Live. To check your network status:

  1. Double-tap the Xbox button on your controller to open the guide.
  2. Select Settings.
  3. Select All settings.
  4. Select Network.
  5. Select Network settings.
  6. Do one of the following:
    • Select Test network connection to see if you’re connected to Xbox Live.
    • Select Detailed network statistics to see the strength of your local connection.

Solution 2: Check for a system update

If you're having problems when trying to download an Xbox One game or app, you may need to update your console. For example, if you see a “Download stopped” error, you may need to install an update before the download can complete.

To see if there’s an update available:

  1. Double-tap the Xbox button to open the guide.
  2. Select Settings.
  3. Select All settings.
  4. Select System.
  5. Select Console info & updates.

If there’s an update available, it will be listed at the bottom of the first column in the second button location. If not, you'll see "No update available."

Solution 3: Check your connection speed

Follow these steps to check your connection speed:

  1. Scroll left from Home to open the guide.
  2. Select Settings.
  3. Select All Settings.
  4. Select Network.
  5. Select Network settings, and then select Bandwidth usage.
  6. Note your current usage.

This indicates the current network speed for your console. Typical background usage will vary between 3 and 5 kilobytes per second (KB/s). This is because your console is continuously trying to connect to the Internet. If you're seeing slower speeds (for example, 350 bytes per second) and you're trying to download a game or app, it may take a long time for the download to complete.

The table below represents estimated download times based on your current download speed.

Note This information is intended as a guide only, not an actual representation of download time. Bandwidth will be throttled and download time will increase during activities such as streaming content or playing multiplayer games online.

Current download speed

30-GB file

40-GB file

50-GB file

60-GB file

70-GB file

2 Mb/s

33.3 hours

44.4 hours

55.6 hours

66.7 hours

77.8 hours

5 Mb/s

13.3 hours

17.8 hours

22.2 hours

26.7 hours

31.1 hours

10 Mb/s

6.7 hours

8.9 hours

11.1 hours

13.3hours

15.6 hours

20 Mb/s

3.3 hours

4.4 hours

5.6 hours

6.7 hours

7.8 hours

50 Mb/s

1.3 hours

1.8 hours

2.2 hours

2.7 hours

3.1 hours

100 Mb/s

0.7 hours

0.9 hours

1.1 hours

1.3 hours

1.6 hours

200 Mb/s

0.3 hours

0.4 hours

0.6 hours

0.7 hours

0.8 hours

Example:

If you're installing a 40-GB file and it shows 25 percent downloaded (30 GB remaining) and your connection speed is 10 Mb/s, it should take about 4.4 hours for the download to complete. (This assumes the speed stays the same.)

Your ISP connection speed should be at least 1.5 Mb/s for the best experience while connected to Xbox Live. For more information about bandwidth usage or to troubleshoot your network connection, see the Xbox One Network Connection Error Solution.

Solution 4: Restart your console

  1. Scroll left on the Home screen to open the guide.
    Note Double-tapping the Xbox button will open the guide from any other screen on the console.
  2. Select Settings.
  3. Select Restart console.
  4. Select Yes to confirm. (This will automatically pause any existing downloads. They will resume once the console has restarted.)

Note If you're unable to access the guide or the console appears to be frozen, press and hold the Xbox button on the console for about 10 seconds, until the console turns off. After the console shuts down, touch the Xbox button on the console again to restart.

When you restart your console, all open apps and games are closed. Your console also keeps a cache of files from Blu-ray Discs, which will also be cleared. Once your console has restarted, verify that your downloads have resumed by doing the following:

  1. On Home, pull the right trigger (RT), and then press A to open My games & apps.
  2. Select Queue and highlight the game or app you're trying to download.
  3. The game or app should show as Installing…
  4. If the status shows as Queued or Paused, select the game or app and press the Menu button, and then select Resume installation.

Once you’ve checked that your downloads have resumed:

  1. Check your connection speed again.
  2. To avoid slowing your download, don't launch any games or apps until your download has completed.

Solution 5: Cancel the game or app installation and then reinstall

If the steps above didn't resolve the problem, you should cancel the game installation. Here’s how:

  1. On Home, pull the right trigger (RT), and then press A to open My games & apps.
  2. Select Queue and highlight the game or app you're trying to download.
  3. Press the Menu button on your controller, and then select Cancel.

You can then reinstall the game by inserting the disc or downloading again from the Store. To download the game again, search for the game in the Store, select the game, and then select Install.

Once you've restarted your download, check your connection speed again. If you're still seeing a slow download speed, try the Xbox One Network Connection Error Solution, which can help identify problems between your home network and your Internet service provider.

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