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Known concerns with the New Xbox One Experience

Learn troubleshooting tips for some of the experiences we couldn't fully polish for launch of the New Xbox One Experience.

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First boot

Blank tiles in My games & apps

The first time that you power on your console after taking the update, it will check for metadata for installed games and apps. During this time, the tiles may appear blank within My games & apps.

Solution: Allow the console a few minutes to update these tiles. To check if the appropriate data has been retrieved, go to Home, highlight My games & apps in the big tile, press the Menu button  on your controller and select Quit. Then relaunch My games & apps.

Can’t sign in due to repeating password prompts

If you're being interrupted to input your password but can't progress further, you may need to remove your account from the console and re-add it.

Solution: To resolve this issue, follow the instructions at You are repeatedly prompted for your password and can't sign in on Xbox One.

Content installation

Disc-based game downloads instead of installing from disc

If your internal storage drive is full when trying to install a game, it will prompt you to select a new storage device. On installing to the new device, it will pull from the Xbox Live service instead of installing off disc.

Solution 1: Uninstall an older game title

  1. On Home, pull the right trigger  and open My games & apps.
  2. Highlight the game that you want to uninstall and press the Menu button  on your controller.
  3. Select Manage game.
  4. Select Uninstall all from the drop-down menu.
  5. Try installing your new game again.

Solution 2: Set your external storage device as your default storage location

  1. Scroll left from Home to open the guide.
  2. Select Settings.
  3. Select All Settings.
  4. Select System.
  5. Select Storage.
  6. Set your external storage device as the default storage location.

Accessory issues

Controllers with a 3.5mm port will require a firmware update

There is a new firmware update available for controllers with the 3.5mm headset port. This update should be offered to you automatically. Follow the prompts to complete the update.

Controller vibration stops working in some titles

In some cases, having a third-party accessory connected to the console can prevent the controller from vibrating in selected games.

Solution: Unplug any third-party accessories from the console while they're not in use.

Accessibility issues

Other users on a console with the high-contrast setting enabled can’t display their colour or preferred background

High contrast is an Xbox One console-wide setting that prevents users from customising some visual elements of their experience. This can be confusing for people who did not enable this feature themselves but are on a console shared by multiple users.

Solution: Turn off high contrast

  1. Scroll left from Home 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 All Settings.
  4. Scroll down to Ease of Access, and then select High contrast.
  5. Turn the option off.

High-contrast setting is not applying to the background of the guide

Following a system update, the high-contrast setting may not apply properly to the guide.

Solution: Restart your console

  1. Scroll left from Home to open the guide. 
    Note Double-tapping the Xbox button  will open the guide from any other screen on the console.
  2. Scroll down to Settings.
  3. Select Restart console.
  4. Select Yes to confirm.
  5. Try to play the content again.
Note If you’re unable to access the guide, or if the console appears to be frozen, press and hold the Xbox button  on the console for 10 seconds, until the console turns off. After the console shuts down, touch the Xbox button  on the console again to restart.

Selecting to use a passkey for sign-in and security can be confusing while in Narrator

For users who wish to use a passkey while having Narrator enabled, the directions may be difficult to understand.

Solution 1: You can use a keyboard and enter focus mode to add a passkey and hear appropriate descriptions.

Solution 2: You can still provide a passkey with the controller despite the lack of auditory cues.

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