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PoptartJuniper's avatar
PoptartJuniper
Hero (Retired)
6 years ago

Re: Game completely broken!

@RenasaiHaru 

Please go through each troubleshooting step one at a time and see if it resolves any of your issues. Even if you've already done it, try it again and check the game after each instance. It's easier to keep track if you do one step at a time and it helps us to help you further after you've done this troubleshooting.

1. Turn off Your system completely

  • Turn off your console by pressing the Xbox button on the front of the console for about 10 seconds, until it shuts down completely.
  • Unplug the console's power cable. Wait 10 seconds.
    Important Be sure to wait at least 10 seconds. This step resets the power supply.
  • Plug the console power cable back in.
  • Press the Xbox button on your console to turn it on. 

2. Make sure your game is up to date.

  • To set your console to automatically receive updates:
    • Press the Xbox button to open the guide.
    • Select System > Settings > System > Updates & downloads.
    • Select Keep my console up to date for console and Keep my games & apps up to date for games and apps.

3. Make sure your Console system software is up to date. 

  • Make sure your console is connected to the internet, and then press the Xbox button to open the guide.
  • Select System > Settings > System > Updates & downloads.
  • Under Updates, you’ll see:
    • Console update available. Select this button to begin your update, or
    • No console update available. This means your console is up to date

4. Uninstall and Reinstall the Game. 

  • Before you can reinstall a game, you must first uninstall it from the console's hard drive. To uninstall a game:
    1. Press the Xbox button to open the guide, then select My games & apps and then Games.
    2. Highlight the game you want to uninstall, press the Menu button, and then select Uninstall.
    You can then reinstall the game by inserting the disc or downloading it again from the Microsoft Store. To download the game again, go to My games & apps > Games and then select the game title from Ready to install.

12 Replies

  • Renasai1's avatar
    Renasai1
    New Adventurer
    6 years ago

    This is the second time I've followed this and the literal same thing happened.

    I was able to save the very first time I entered the game. Every single time after that, I got the same exact errors. The gallery and library didn't even budge.

  • PoptartJuniper's avatar
    PoptartJuniper
    Hero (Retired)
    6 years ago

    @RenasaiHaru Can you check to see that your internet connection is good on your XBox? 

    1. Press the Xbox button to open the guide.
    2. Select System > Settings > General > Network settings.
    3. Select Test network speed & statistics.

    You may want to also reboot your home modem and router. After this, check your game and see if you can connect to the gallery or that your saves are appearing properly. If you can't connect to Xbox Live or to the internet, you will experience issues with uploads/downloads and your saves.

  • Renasai1's avatar
    Renasai1
    New Adventurer
    6 years ago

    It said I was connected. When it asked me to connect or stay offline, I clicked connect and it showed me all the builds and search worked fine. It just says "failed to upload/download content". The library is offline and it does the same thing.

  • Renasai1's avatar
    Renasai1
    New Adventurer
    6 years ago

    Yes, it looks like the servers were down those days. I just waited till the next day.

    But now that that's aside, please don't disregard all of the other issues.

  • Renasai1's avatar
    Renasai1
    New Adventurer
    6 years ago

    And no, I haven't noticed any other issues with my console other than it losing screenshots, but that only happened once.

  • PoptartJuniper's avatar
    PoptartJuniper
    Hero (Retired)
    6 years ago

    @RenasaiHaru  I'm going to send you to a link for the XBox One's help site. This link will take you step by step through some troubleshooting specifically for your XBox and it is interactive so you can tell it whether or not a step helped. I know you get an error code when you crash, but just tell the troubleshooter that the error code search did not help (Your error code doesn't come up). The troubleshooter is very in depth and you can work through it when you have time as there are a lot of steps. I do believe you may need some of the more advanced troubleshooting on this page and the explanations are very thorough. 

    The link to the troubleshooter is here

    Please do not hesitate to ask here if you have questions about something in the troubleshooter.

  • Renasai1's avatar
    Renasai1
    New Adventurer
    6 years ago

    Okay, I just did the troubleshooter you linked and it mentioned removing my account and re-adding it to clean data. I did that, and was able to get back onto the gallery, but was still not able to download/upload or save.

    One thing I did notice was that this only happens on one account. My other account can use the gallery and library just fine right now. It also said to move my save to the could but I cant find that option in my Xbox storage settings.

  • PoptartJuniper's avatar
    PoptartJuniper
    Hero (Retired)
    6 years ago

    @RenasaiHaru was there any instructions in the troubleshooter? The way I understand the cloud saves is that they are automatic, as in when you save on your console it saves to the cloud unless you are offline. So I am uncertain if there is a way to manually check it. If you have been signed in to Live the whole time, the saves should be synced to the cloud.

    https://beta.support.xbox.com/help/games-apps/game-setup-and-play/cloud-game-saves-faq says it's automatic "While you’re connected to Xbox Live, saved games are automatically stored in the cloud. If you use your Xbox profile to sign in to a different Xbox One console, your saves are available from that console."

    Edit: I believe the saves are synced when you log out of your profile or turn off the console on XBox. So you can sort of force the sync that way.

  • Renasai1's avatar
    Renasai1
    New Adventurer
    6 years ago

    So I'm guessing clearing local saves from the Xbox would be the same as removing my account because it did take time to sync my data when I reopened the game.

  • PoptartJuniper's avatar
    PoptartJuniper
    Hero (Retired)
    6 years ago

    @RenasaiHaru I am not certain about that. It seems like it should remove everything associated with your profile when you delete it. Did you get a pop up warning when you removed the account? 

    It also seems strange that deleting local saves would be after deleting the profile if it did clear the local data though.

  • Renasai1's avatar
    Renasai1
    New Adventurer
    6 years ago

    Yeah I just removed my account again and went to my game saves in my settings and it shows save data from the accounts that I haven't removed. 

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