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How to troubleshoot problems playing a disc on your Xbox One

If your disc won't load or play on your Xbox One console, try the solutions on this page.

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Some discs play, but others don't or get an error

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.

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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 recognized 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: Ensure that your console is up to date
If your console can play DVDs and Blu-ray Discs, but not an Xbox One game disc, your console might be experiencing a known issue that affected a small number of customers in August 2014.

If your console is up to date, this issue will not affect you. To ensure your console is up to date, go to Settings, and then select System.

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The System screen will let you know if an update is available. If there is, download it.

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If your console doesn’t need an update and you still can’t play any game discs, your console will need service. Go to the Xbox Online Service Center to request a repair.

Note If you’re having trouble with only one of your game discs, go to Solution 6 to avoid an unnecessary repair.

Solution 6: 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 their 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 recognized when I insert it. This information may help you avoid replacing a disc unnecessarily.

None of my discs play, or my disc isn’t recognized when I insert it

Try the following solutions if none of your discs will play, or if you insert a disc and your console doesn't recognize it. If your Xbox Home screen tells you to insert a disc when a disc is already inserted, that means it doesn't recognize your disc. In these scenarios, there are two possible issues:

  • The settings for Instant-On power mode can render a small number of consoles unable to read discs.
  • The console's disc drive needs servicing.

Solution 1: If you use Instant-On power mode, change power modes and power cycle the console

Here's how:

  1. Go to Settings, and then select Power & startup.
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  1. On the Power & startup screen, under Power mode, use the down arrow to select Energy-saving.
  2. Perform a hard power cycle by holding down the console's power button for 10 seconds. Once the console has completely shut down, press the power button again to restart it.
  3. Try your disc again. Wait a few seconds to see if the console recognizes it. If the console can now read the disc, you can revert back to Instant-On power mode.

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 Center to request a repair. For more information, see Getting your Xbox console or Kinect sensor serviced.

My disc loads but won't install

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 recognize 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 recognized when I insert it.

My game crashes, and I'm returned to the Home screen

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 your disc isn't scratched. If it's not, you may be able to get some help from the Xbox One Game Freeze Solution.

My disc is stuck and I can't get it out

If your disc is stuck in your console, see Manually eject a disc from your Xbox One console.

I need to replace an Xbox One game disc

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.

My console makes a grinding noise when I insert or play a disc

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 Center 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 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.

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