Known Issues for Game Launches (May 2021)

Hello Gamers!

It's May already and we're continuing to prepare for the build-up of games launching over the next few months. We understand that, at times, things can go wrong, and we want you to know that we're working to resolve troubling experiences reported to us by our customers within the Xbox community. Keep an eye on this list for updates to existing issues along with any new issues that may come up as new games launch.

For a list of all of the non-game specific issues being tracked for Xbox Series X|S, visit this page.

All Games 

  • Players are seeing their pre-orders canceled for games if they did not have a valid payment option on their account at the time of the charge. 

    • All pre-orders typically charge customers 10 days before the game release date. This means that you'll need to have a valid payment option on your account at least 10 days before a game releases to avoid any billing issues. After a charge on your account has failed for a pre-order, there will be another attempt at a charge a few days later. If that second attempt fails to successfully charge, your pre-order will be canceled and you'll need to repurchase the desired game again after you have added a valid payment option to your account. To verify that your pre-order was successfully charged and the game was added to your game library, sign in here and look for the successful proof of purchase.
       

  • Players are seeing "Do you own this game or app?" when launching a recently purchased game.

    • To make sure you own the game and didn't run into any issues with your payment option at the time the charge was attempted, head over to account.microsoft.com to ensure the game is marked as Completed in your order history. If not, you'll need to purchase the game again because the initial purchase did not go through. 
       

  • Problems when purchasing a 5x5 code for a game or game add-on at a retailer, and the code redeems CSV to the Microsoft account instead of granting access to the game or game add-on.

    • When you purchase a digital code for a game or game add-on at a retailer, that code is meant to give pre-paid money (CSV) to the account of the user who redeems it. The user then needs to use that prepaid balance to purchase the content from the Microsoft Store digitally. The issue most users run into is that the code does not cover local sales tax. Be sure to pick up an additional prepaid Xbox gift card to cover the tax of the purchase or make sure you have a valid payment option on the account so that you can complete your desired purchase.

  • Players are seeing “We are unable to sync your data with the cloud at the moment.” error on Windows 10. 

    • This may happen if you recently changed your Xbox Live account profile or permissions. It may also happen if you’re having internet connectivity issues, or there’s an Xbox service outage.

    • Check to make sure your internet connection is working by following this troubleshooting guide. This will also check to make sure there isn’t an Xbox service outage.

    • Sign out and back into the Xbox app on your Windows 10 device to refresh your account credentials. You won’t need to sign out or restart your device.

Resident Evil Village (Console)

  • Unlocking pre-order bonus items (Mr. Raccoon Weapon Charm & Survival Resources Pack).

    • You’ll need to progress within the main story to receive these bonus items in-game. Once you’ve met “The Duke” for the first time, check your inventory and you’ll find that these items are now available.

    • Visit the Capcom Support page if you still need help.

  • Re:Verse is not available at launch.

    • Although the multiplayer game, Re:Verse, is included in your digital purchase of Resident Evil Village, it’s not yet available. Please check the official Resident Evil website for updates on when this will be available.

    • If you try to launch Re:Verse before the launch date, you’ll see a “Please check back later.” Message until it’s available.

    • Visit the Capcom Support page if you still need help.

  • Re:Verse doesn’t have an Xbox Series X|S version.

    • If you own an Xbox Series X|S console, you’ll find that Re:Verse doesn’t appear if you filter on games optimized for Xbox Series X|S. To find Re:Verse on your console, you’ll need to look under Xbox One games. Resident Evil Village will be listed as Optimized for Xbox Series X|S in your game library.

MLB The Show 21 (Cloud + Console)

  • Players want to link to their PlayStation Network (PSN) account.

    • Once you sign into the game, you can link with a PSN account if you already have one. This allows you to sync with previous versions of MLB The Show that were available on PlayStation:

      • Select the Link Account option from the main menu

      • A URL and code will be displayed

      • Visit the URL on another device and enter the code

      • Create an MLB The Show email and password - this links your Xbox account to your MLB account

      • On the account link confirmation screen there is an option to link to a PSN account

      • Select this and sign in with the correct PSN credentials

      • There is no requirement to create an account while playing the game, only to sync with previous history or stats if you have an existing MLB and/or PSN account

  • Players want to unlink their Xbox account from their MLB account.

    • Follow the steps in-game to unlink the Xbox account from the MLB account.

  • Players are trying to redeem a code for downloadable content.

    • The MLB team have put together a great video highlighting how to do this! Check it out on YouTube here

or follow the support article here.

NASCAR HEAT 2 & NASCAR HEAT 3 (Console)

Multiplayer servers are no longer available for both titles. All Offline features will continue to be accessible, including Local Split Screen Multiplayer for head-to-head racing.

For more info, visit the NASCAR Heat announcement here, or the Twitter post here.

Sniper Elite 4 (Cloud + Console)

We are aware of an issue with Sniper Elite 4 where the game consistently crashes on the main menu shortly after launching a cloud gaming session for a small set of users. The cloud game teaming are aware of the problem and are working on a fix.

NBA 2K21 (Cloud + Console)

  • Players on Xbox Series X|S aren't able to view NBA 2K21 once installed via Xbox Game Pass in their game library.

    • This is happening because by default, Xbox Series X|S consoles are looking for the specific Xbox Series X|S version of the game, however only the Xbox One version is available with Xbox Game Pass.

    • You can still play the Xbox One version with your subscription by browsing to the Subscriptions tile on Home, via the spotlight on the Game Pass experience, or through the All Games list viewable in My Games & Apps > Full Library > Game Pass.

    • You can also search for the game in the store and launch the Xbox One version of NBA 2K21 (if you see multiple versions, it's the one that doesn't have the X|S label). 

Call of Duty: Black Ops Cold War (Console)

If you're experiencing any issues while playing Call of Duty: Black Ops Cold War, such as the game freezing or crashing, the best resource for finding known issues that are being tracked by the studio are the Activision Support site and the Activision Support Twitter handle. Here are some of the issues we've been tackling at Xbox Support:

  • Players are seeing indefinite loading screens while trying to launch "Wraith Season 3" or "Naga Season 2" 

    • This may be due to a corrupted installation of the game and add-ons on your console.

    • To work around the problem, remove just the base game and, on the content management screen, select Install All to ensure that all associated files are installed at the same time. To get to the content management screen:

      • Highlight the game tile in your collection.

      • Press the Menu button and select Manage game and add-ons.

  • Players only have access to the Xbox One version on Xbox Series X|S.

    • To make sure that you’re playing the correct version of the game, here are a couple of things that you can check:

      • Make sure that you purchased the Cross-Gen or Ultimate Edition of the game. The Standard Edition only contains the Xbox One version.

      • If you purchased the Cross-Gen or Ultimate Edition, make sure that you’re playing the version optimized for Xbox Series X|S. You'll have two versions of the game installed: Xbox One and Xbox Series X|S. To verify that you’re running the Xbox Series X|S version, open your game collection and use the filter to select Optimized for Xbox Series X|S, or look for the version of the game with the X|S badge as highlighted below.



  • Players are seeing large download sizes when downloading the Cross-Gen or Ultimate Edition.

    • If you own the Cross-Gen or Ultimate Edition, you’ll receive two versions of the game on Xbox Series X|S: the Xbox One version (89 GB), and the Xbox Series X|S version (up to 183 GB). You can choose which one to play by filtering on Games for Xbox One or Games for Xbox Series X|S. To manage the content that’s installed:

      1. Highlight the game tile in your collection.

      2. Press the Menu button and select Manage game and add-ons.

      3. From here, you can choose which content is installed and which can be removed.

    • For more info on dual-generation games, check out this support page.

Call of Duty: Modern Warfare (Console)

  • Users are unable to launch the Warzone game mode as a free to play game.

    • Call of Duty Warzone currently does not launch with a free to play setup. A fix is currently being worked on in the following weeks.

Outriders (Cloud + Console)

  • Users are seeing the title crash to the Xbox Home screen when selecting a Reward after completing the A Bad Day Side Quest with an item from the Hell's Rangers DLC package in the user's inventory.

    • The user must remove the items from the Hell's Rangers DLC package from their Inventory in order to Select a Reward and complete the Side Quest.

EA Play (formerly EA Access) 

  • 10-hour trials for games are counting down time when users are not actively playing the games.

    • This can occur a few different ways but most often when the game is paused and left running. To prevent this from happening, please make sure that you fully quit out of the game from the guide menu when you're finished with each session within your 10-hour trial. To do this: 

      1. Press the Xbox button on your controller and then highlight the game from your recently played list.

      2. Press the Menu button and highlight Quit.

      3. Press the A button.

  • There's no EA Play app on Xbox Series X|S consoles.

    • The EA Play app is not necessary to enjoy the benefits of EA Play. If you're looking for ways to claim your 10-hour trials for popular games such as FIFA 21 or Madden NFL 21 on an Xbox Series X|S console, go to the Store and search for your game. Then select Free Trial with EA Play on the game description page. To access the entire EA Play library, go to My games & apps > Full library > EA Play.

For additional help or info concerning in-app issues with EA Play, check this page.

All Other Games 

For all other games, contact the game publisher for in-game issues. To locate the publisher, go to the game's description page in the Microsoft Store, scroll to the Additional Information section, and find the publisher in Published By.

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