On your computer, smartphone, or tablet, visit https://support.xbox.com/en-US/xbox-live-status.
Under Services, make sure Xbox Live Core Services and Purchase and Content Usage show as Normal.
If you are having problem with a particular game or app, look under the Games and Apps section of the page, to be sure those parts of Xbox Live are not having problems.
4. Check Account Standing
On your computer, smartphone, or tablet, visit https://enforcement.xbox.com/Enforcement/ShowEnforcements.
Sign in with the same username (usually your e-mail address) and password you used on your Xbox.
Make sure no warnings or other messages appear.
5. Restart
Method 1: Reboot with the controller:
Press the Xbox button to open the guide.
Select Restart console.
Select Yes to confirm.
If this doesn't work then go to method 2.
Method 2: Reboot from the console:
Hold the Xbox button on the front of the console for approximately 10 seconds.
The console will turn off.
Turn your console back on by pressing the Xbox button on the console or on your controller.
If this doesn't work then go to method 3.
Method 3: Hard reboot:
Hold the Xbox buttonon the front of the console for approximately 10 seconds.
The console will turn off.
Unplug the console's power cable.
Wait 10 seconds.
Plug the power cable back in.
Turn your console back on by pressing the Xbox button on the console or on your controller.
6. Test Internet Connection
Push the Xbox guide button on your controller.
Select Settings.
Select Network.
Select Detailed network statistics.
This will give you detailed information about your network connection. You are looking for your Download speed, Upload speed, and Latency.
You need to have at least 3.5 Mbps (3500 Kbps) download, at least 0.5 Mbps (500 Kbps) upload, and less than 150 ms latency.
7. Check Free Storage Space
To make sure there is enough hard drive space:
Push the Xbox guide button on your controller.
From the guide, select My games & apps.
Look in the bottom left corner for how much storage you have available.
8. Try Download Again
Try downloading the game, app, or media you were having problems with again.
9. What's next?
10. Free Up Storage Space
Push the Xbox guide button on your controller.
From the guide, select My games & apps.
Select Games or Apps on the left.
Select the Game or App you'd like to manage from the list on the right.
Select Uninstall.
Follow the prompts to confirm you'd like to remove that game or app.
Repeat this process to remove other Games and Apps you do not want, to free up more space.
11. What's next?
12. What's next?
13. Try Again Later
Try again later when the services are back up.
14. Verify Server Status
On your computer, smartphone, or tablet, visit https://support.xbox.com/en-US/xbox-live-status.
Under Services, make sure Xbox Live Core Services and Purchase and Content Usage show as Normal.
If you are having problem with a particular game or app, look under the Games and Apps section of the page, to be sure those parts of Xbox Live are not having problems.
15. Check Account Standing
On your computer, smartphone, or tablet, visit https://enforcement.xbox.com/Enforcement/ShowEnforcements.
Sign in with the same username (usually your e-mail address) and password you used on your Xbox.
Make sure no warnings or other messages appear.
16. Check Account Billing
On your computer, smartphone, or tablet, visit https://account.xbox.com/.
Sign in with the same username (usually your e-mail address) and password you used on your Xbox.
Select your gamer icon in the top-right corner of the page, then select Microsoft Account.
Select your payment option, or to add a payment option on the left.
Verify all information shown, such as the card number, expiry date, and security code, are correct, and there are no warnings.
17. Try Purchase Again
Try purchasing the game, app, or media you were having problems with again.
18. What's next?
19. Try Again Later
Try again later when the services are back up.
20. Verify Server Status
On your computer, smartphone, or tablet, visit https://support.xbox.com/en-US/xbox-live-status.
Under Services, make sure Xbox Live Core Services and Purchase and Content Usage show as Normal.
If you are having problem with a particular game or app, look under the Games and Apps section of the page, to be sure those parts of Xbox Live are not having problems.
21. Check Account Standing
On your computer, smartphone, or tablet, visit https://enforcement.xbox.com/Enforcement/ShowEnforcements.
Sign in with the same username (usually your e-mail address) and password you used on your Xbox.
Make sure no warnings or other messages appear.
22. Test Internet Connection
Push the Xbox guide button on your controller.
Select Settings.
Select Network.
Select Detailed network statistics.
This will give you detailed information about your network connection. You are looking for your Download speed, Upload speed, and Latency.
You need to have at least 3.5 Mbps (3500 Kbps) download, at least 0.5 Mbps (500 Kbps) upload, and less than 150 ms latency.
23. Remove Account
Push the Xbox guide button on your controller.
Select Settings.
Select Account > Remove accounts.
Select one of your accounts you see listed.
Select Remove.
Repeat these steps for any other accounts listed.
24. Restart
Method 1: Reboot with the controller:
Press the Xbox button to open the guide.
Select Restart console.
Select Yes to confirm.
If this doesn't work then go to method 2.
Method 2: Reboot from the console:
Hold the Xbox button on the front of the console for approximately 10 seconds.
The console will turn off.
Turn your console back on by pressing the Xbox button on the console or on your controller.
If this doesn't work then go to method 3.
Method 3: Hard reboot:
Hold the Xbox buttonon the front of the console for approximately 10 seconds.
The console will turn off.
Unplug the console's power cable.
Wait 10 seconds.
Plug the power cable back in.
Turn your console back on by pressing the Xbox button on the console or on your controller.
25. Add Account
Push the Xbox guide button on your controller.
Push Left to access the small menu items.
Select the avatar at the top, then select Add & manage.
Select Add new.
Choose to either create a new Xbox Live account with a new e-mail address, or sign into your existing Xbox Live account.
If you already have an Xbox Live account, follow the prompts on the screen to sign in using your e-mail address and password.
If you do not have an Xbox Live account, or wish to create a new one, push B on your controller, then select Get a new account.
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