How to troubleshoot an Xbox One disc error

Problem

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

Note This page provides help for discs that won’t load or play. 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 you try to install an Xbox One game from a disc.”

Solution

If your disc won’t load or play, try a different disc to see if this is a disc issue or a console issue. For example, if you’re having trouble with a game disc, try another game disc, a CD, a DVD, or a Blu-ray disc.

  • Make sure your console is placed horizontally on a flat, stable surface
    The console is not designed to operate in the vertical orientation because it could affect disc drive performance. For more information, see How to position your console.

  • Try performing a full power cycle of your console
    A full power cycle reboots the console fully. Doing this does not erase any of your games or data. Here’s how:
    1. Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds.
    2. Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller.
    3. Try playing your disc again.

  • If other discs don’t load or play properly, or your drive makes a grinding noise
    If you can’t get any discs to load, or if you hear a grinding noise when you insert a disc, your console may need service. Go to the Online Service Centre and click Start Request to request a repair.

    Repair or warranty questions? See Xbox One warranty, registration and repair: Frequently asked questions.

  • If other discs load and play properly
    If you can play game discs but not CDs, DVDs, or Blu-Ray discs, make sure that the player app has installed successfully. For more information, see the Set up and install the Blu-ray and DVD player app page. If the player app will not install successfully, contact Xbox Support.

    Also, make sure that your DVD or Blu-ray disc is from the same region where you purchased your console. See the Play Blu-ray and DVD movies on Xbox One page for more information.

    Try cleaning the disc with a soft, clean, slightly damp cloth. Hold the disc by the edges without touching the top or bottom surface.

    If possible, try playing the disc on another Xbox One console. This will help determine whether the problem is with the disc or the console. Try the disc on a friend’s console, or try it at a local game shop that has an Xbox One.

    If cleaning the disc does not help, or if the disc also does not work on another Xbox One console, you may need to replace it. If the disc is new, return it to the retailer for an exchange. If the disc is not new but is an Xbox One game disc, go to Xbox One game disc replacement for instructions on how to replace it. If the game is not published by Microsoft, contact the game publisher about its game disc replacement policy.

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