How to troubleshoot problems playing a disc on your Xbox One

If you're having a problem with a single disc but other discs are working fine, try these solutions.

Important for customers in North America and Europe As of 9/21/2016, if you are specifically having trouble with Ultra High Definition (UHD) Blu-ray discs with your Xbox One S console:

The Xbox One S fully complies with Ultra HD Blu-ray requirements; however, we are aware that a limited number of 4K Ultra HD Blu-ray movie discs manufactured earlier in 2016 may not play on the Xbox One S. This issue has since been corrected, but if you are experiencing a problem playing a specific 4K Ultra HD Blu-ray movie disc, you can contact the customer service department of the title’s studio for support. Note that your console does not require repair or updates to resolve this particular disc issue. If you need further assistance with this, please contact Xbox support.

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.

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, go to the following section, 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.

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: 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 exchange 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, see the following section. This information may help you avoid replacing a disc unnecessarily.

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

1. Press the Xbox button to open the guide.
2. Select System > Settings > Power & startup > Power mode & startup.
3. Select Power mode, and then select Energy-saving.
4. Perform a "hard power cycle" by holding down the Xbox button on the console for 10 seconds. Once the console has completely shut down, press the Xbox button on the console again to restart it.
5. 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 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 Device service and repair to submit a service request. For more information, see Getting your Xbox console or accessory serviced.

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.

If you're still having trouble installing your game from the disc, see the ”Frequently asked questions” section of How to install games on Xbox One.

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 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.

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

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 exchange.

If you hear a grinding noise when you insert a disc or when playing it, your console may need service. Go to Device service and repair to submit a service request. For more information, see Getting your Xbox console or accessory 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.