Error 69-807b0191 occurs when you stream video or music or connect to Xbox Live

Problem

You see the following error message when you’re trying to stream a video or music file or attempting to connect to Xbox Live:

Unplayable Content

Status Code: 69-807b0191

This may mean that the file is too large for streaming, it’s corrupted, or the codec that’s required to play the file is missing. It may also mean that your console is unable to connect to Xbox Live.

Note A codec is a program used to compress or decompress a digital media file.

Solutions

To resolve this problem, try the following solutions:

Solution 1: Stream from a USB flash drive or external device

  • Note

    • Make sure that the file is 4 GB or smaller.
    • Make sure that the USB flash drive or external device is formatted as FAT32. (The FAT32 format supports file sizes of up to 4 GB.)

  • After you make sure that the file and the external device meet these requirements, you can play the video by doing the following:

    1. Press the Guide button on your Xbox 360 controller.
    2. Go to the Xbox Dashboard.
    3. On the Dashboard, scroll to tv & movies or music.

If this doesn’t resolve the problem, try the following solution.

Solution 2: Stream content from Xbox Live

  1. Restart your Xbox 360 console. This reinitializes the console so it may be able to correctly load the codec.
  2. Delete and redownload the program:

    1. Go to the Xbox Dashboard.
    2. Scroll to settings, select System, select Storage, select Memory Unit, select Videos, and then select the program you are trying to watch.
    3. Delete the program, and then download it again.
    4. Note You won't be charged for redownloading the program.

  3. Make sure that your Xbox 360 console has the latest software update. To check, see Update your Xbox 360 console software.

If this doesn’t resolve the problem, try the following solution.

Solution 3: Check your Xbox connection

For help connecting to Xbox Live, try these steps:

  1. Check your Xbox Live connection.
  2. If you get an error testing your connection, visit the Xbox Live Connection Error Solution page.

If you get randomly disconnected to Xbox Live, check out the Xbox Live Disconnect Solution for help with your connection.

If you are still experiencing the problem, contact Xbox Support.

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