You see the following error and message when you try to download your profile on Xbox Live:
This may mean either of the following:
Note “Microsoft account” is the new name for what used to be called “Windows Live ID.” It’s the email address and password you use to sign in to Microsoft services (including Xbox Live). Find out more.
You will need to know the email address and password associated with your account to complete these steps. If you don’t know your Microsoft account or password, see Find your Microsoft account.
Solution 1: Redownload your profile
To resolve this issue, redownload your profile. Here’s how:
Note Not seeing Download Profile? Press X to sign out of your profile.
Note If your account is an Xbox Live child account, the parent’s Microsoft account information is required to download the profile.
Your profile will begin downloading. Once your profile has downloaded, you can choose whether or not you want to require your Microsoft account password to sign in to your profile.
If this doesn’t resolve the issue, try the following solution.
Solution 2: Delete the corrupted profile that’s stored on your Xbox console and then download your profile again
To delete the corrupted profile that’s stored on your Xbox console, follow these steps:
To download your profile, follow these steps:
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Note If you don’t see Download Profile, it probably means you’re signed in. Press X to sign out of your profile.
Note If your account is an Xbox Live child account, you have to use the parent’s Microsoft account to download the profile.
After your profile has downloaded, you can choose whether to require a Microsoft account password to sign in to your profile.
If this doesn’t resolve the issue, try the following solution.
Solution 3: Clear the system cache
To resolve this issue, clear the system cache. Here’s how:
Note Clear the system cache three times.
When prompted to confirm storage device maintenance, select Yes.
If this doesn’t resolve the issue, try the following solution.
Solution 4: Verify the information for your Microsoft account
To resolve this issue, verify the information for your Microsoft account. To do this, follow these steps:
Note If you forgot your password or can’t sign in by using your password, see Reset your password.
If you keep experiencing the problem, contact Xbox Support.
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