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Error 0xc00d36b2 occurs when playing a song or video in Xbox Music

You see the following error message when you try to listen to a song or watch a music video in Xbox Music:

0xc00d36b2 - The item is missing or we can't get to it.

This means one of the following:

  • The song or music video is not available. The file may have been deleted or moved to a different location.
  • The file path, including the folder names, is too long. For example, this issue may be more likely to occur if the song or music video is stored in a folder on a USB drive or an SD card.

Solutions

Solution 1: Verify that the file exists

Verify that the file exists on your device.

Solution 2: Consider whether the file path name is too long

If the file exists, the file name plus the folder names may be too long. To test if that path name is too long, do one of the following, and then try to play the song or music video again:

  • Move the song or video file to a new location that has a shorter path. For example, move the song or video file to the Desktop.
    Note Be sure to include the new location in your collection. For information about how to do this, see the next solution.
  • Rename the file so that the file name is shorter.

Solution 3: Verify that the file is in your collection.

Verify that the song or music video is in a collection. Here’s how to do this on a device that is running Windows 8.1:

  1. Start Xbox Music.
  2. Select Collection.
  3. Select Choose where we look.
  4. Verify that the location where the song or music video is stored is included in the collection.

For information about how to add music to a collection on an Xbox One console, see Add a song to your music collection on Xbox One.

Solution 4: Re-index files

If you continue to get the error when you try to play a song or music video on a device that is running Windows RT or a version of Windows 8, try re-indexing the files on your device. Here’s how to re-index the files on a device running Windows 8.1:

  1. Open Control Panel.
  2. Select Indexing Options.
  3. Verify that the location where the song or music video is stored is listed under “Index these locations.”
  4. Note Typically, songs and music videos are stored in the Users folder.

  5. If the location where the song or music video is not listed, do one of the following:
    • Move the song or video file to a location that is being indexed.
    • Add the location where the song or music video is located to the list of indexed locations. To do this, select Modify, select the location, and then select OK. For example, select Modify, select the OSDISK check box, and then select OK.
      Note If you select OSDISK, this will re-index all the files on the hard disk. This can take a long time.
  6. Select Advanced and then select Rebuild.

If you keep experiencing the problem, contact Xbox Support.

Get an Xbox Music Pass to enjoy the full features of Xbox Music!

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