Error 831188FE occurs when signing in to Xbox Live on Xbox 360

You see the following error code and message when you try to sign in to Xbox Live on your Xbox 360 console:

831188FE
Sorry, something's wrong with your Microsoft account. Go to https://account.live.com for help.

This means that there may be an issue with your Microsoft account or your Xbox profile.

Solution

Before trying the solution presented here, check for service alerts at Xbox Live status, or see if there's a service alert at the top of this page. If there are any current alerts, wait a while and then try again.

Note If a specific service or app is down, you can ask Microsoft to notify you when it's working again. Under the app or service name, click Notify me when this service or app is up and running.

Step 1: Make sure there are no issues with your security information

  1. Go to Manage your security info and sign in to the Microsoft account associated with your Xbox profile.
  2. Carefully check all of the phone numbers, alternate email addresses, and security questions and answers associated with your Microsoft account.
    • If any of these are outdated or incorrect, make sure to update them.

      Note Update the incorrect security information, do not delete it. If you delete incorrect information, you’ll be locked out of your account.

    • Make sure you have at least two pieces of security information on your account. At least one must be a phone number or email address.

    For details about security information, see Microsoft account security information overview.

Step 2: Delete your Xbox Live profile

  1. Press the Guide button  on your controller.
  2. Go to Settings and select System Settings.
  3. Select Storage.
The System Settings screen, with the Storage category highlighted
  1. Select All Devices.
  2. Select Profiles.
  3. Select the profile that you want to delete.
  4. Select Delete.
  5. Select Delete Profile Only. This deletes the profile but leaves saved games and achievements.

    Important Do not select Delete Profile and Items. This would delete the profile and the associated games and achievements.

Step 3: Clear the system cache on your Xbox 360 console

  1. Press the Guide button  on your controller.
  2. Go to Settings and select System Settings.
  3. Select Storage or Memory.
The System Settings screen, with the Storage category highlighted
  1. Highlight any storage device, and then press Y  on your controller. (It doesn't matter which storage device you select; the cache will be cleared for all storage devices.)
  2. Select Clear System Cache.
  3. When prompted to confirm storage device maintenance, select Yes.
  4. Restart your console.

Step 4: Redownload your Xbox Live profile

  1. Press the Guide button  on your controller.
  2. Select Download Profile.

    Note Not seeing Download Profile? This means that you’re signed in under another profile. Press X  to sign out, confirm, and then select Download Profile.

  3. At the bottom of the Download Profile screen, select Download Profile.
  4. Enter the Microsoft account associated with your profile. If you don’t know your Microsoft account email address or password, see the Lost Account Solution or the Lost Password Solution.

    Note If your account is an Xbox child account, you must enter the parent's Microsoft account information to download the profile.

  5. If you use external storage on your console, select the storage device to which you want to save the profile. If you don't use external storage, your profile will immediately begin downloading.

You should now be able to sign in using your Xbox profile on the console.

Important If you downloaded your profile to another console and you chose Remember Password, you have the option to remotely remove the password so that your profile can't be accessed by someone else on the other console. For more information, see Manage your sign-in preferences on your Xbox 360 console.

Step 5: Restart your console

Restart your console and then try to sign in to Xbox Live.

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