Error code 809B1004 occurs when you’re using Kinect

Problem

You may see the following error code and message when you’re using Kinect for Xbox 360:

Face obscured

809B1004

This means that the Kinect sensor can’t see you well enough.

Solutions

Solution 1: Adjust the line of sight and try again

Make sure that there's enough light and that nothing is in the way between you and the Kinect sensor, and then try again.

Solution 2: Request a repair

If the previous solution doesn’t work, sign in to request a repair and click Start request.

Repair or warranty questions? See Xbox 360 warranty, registration and repair: Frequently asked questions.

Solution 3: Contact Xbox Support

Contact Xbox Support by clicking the Contact Us link at the bottom of this page.

Related Issues

Xbox error code/status code search
Kinect voice recognition and chat
Kinect sensor error messages
Using the Kinect audio tuner
Xbox 360, Kinect and Accessories. Top Issues

Was this article helpful?

Yes

Thank you for your feedback

Thanks for your feedback!

We're sorry this article didn't solve your problem. We won't give up and neither should you. Try this community option, below.

Get help from the community

Ambassador chat

Chat one on one with a fellow Xbox User who wants to help.

Chat with an Ambassador

Provide feedback for this topic

Yes No

255 characters remain.

To protect your privacy, please do not include contact information in your feedback.

Get help from the community

Ambassador chat

Chat one on one with a fellow Xbox User who wants to help.

Chat with an Ambassador

Support resources

Error & Status Code Search

Repair and service centre

Manuals and warranty info

Post on the Community Support Forums

Contact Us

Would you like to contact Support regarding the "Error code 809B1004 occurs when you’re using Kinect" issue you were reading about or a different issue?