Known Issues for Game Launches (January 2021)

Hello Gamers!

It's finally 2021 and that means that we're preparing for yet another year of action-packed game launches here at Xbox. 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 

  • Users 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.
  • Users 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 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.

  • Users 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.

Call of Duty: Black Ops Cold War

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 getting a "Blackout Trial" error when trying to launch the game.
    • If you're running into this issue, you're missing DLC that needs to be installed. To do so, follow these steps:
      1. Go to My games & apps.
      2. Highlight Call of Duty: Black Ops Cold War.
      3. Press the Menu button and select Manage game and add-ons.
      4. Select the game tile, and then choose Select all to make sure all available content gets installed.
      5. Select Save changes and wait for the content to install.
      6. Relaunch the game.

  • Players previously saw a discount available on the Cross-Gen Edition.
    • If you own the Standard Edition, you may have seen a discount available for the Cross-Gen Edition. This discount has been temporarily removed, but will be re-added soon. In the meantime we appreciate your patience while the discount is fixed.
    • Do not contact Xbox Support, as they aren't able to grant any discounts.

  • 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.

Cyberpunk 2077

  • Caution for players who suffer from epilepsy or photosensitivity issues.
    • CD Projekt Red recently responded to a Twitter post related to episodes of epilepsy and photosensitivity while playing the game. They're working on a permanent solution, which will be patched in-game when available.
    • If you're impacted by epileptic triggers, please exercise caution while playing the game, or wait for the fix to become available before playing.
    • For more updates, follow Cyberpunk 2077 on Twitter.

Red Dead Online

On December 1, 2020, Rockstar Games announced that Red Dead Online was now available to purchase separately.

  • If you already own the game, there's no action requiredyou can continue to enjoy both the Story Mode and Online versions of the game. For more info on Red Dead Redemption 2, visit the Rockstar Games website. Remember that to play online, you'll need to have an active Xbox Live Gold or Xbox Game Pass subscription.


  • The multiplayer modes within this game have been removed.
    • Gamers can continue to enjoy the single-player campaign.
    • For more news on the announcement to remove the multiplayer modes, visit the Private Division site.

Tom Clancy's Rainbow Six: Siege

  • This game was recently added to Xbox Game Pass. However, some players may run into error message "Microsoft Store can't be used while streaming (0x87e10004)" when trying to stream from the cloud using an Xbox Game Pass Ultimate subscription.
    • This means that you'll need to link your Xbox and Ubisoft accounts. To do this:
      • Download and launch the Ubisoft Club app on your Xbox. If you don't already have it installed, open the Store app and search for "Ubisoft Club." 
      • Sign in to your Ubisoft account. This will link to your Xbox account and allow you to stream.
    • If you're still stuck or don't remember your Ubisoft account details, visit the Ubisoft Support site.

Mad Max

  • The WB Games team recently announced that online features for this game were removed on October 31, 2020.
    • This includes access to the WB Play service, Opus War, leaderboards, and code redemption.
    • For additional info, head over to the WB Games support page.

Rocket League

  • Rocket League recently transitioned from a paid game to a free game. Additionally, it was removed from Xbox Game Pass.
    • If you played Rocket League with your Game Pass subscription, you'll need to visit the Store in order to get the free version of the game so that you can continue playing. Your progress and content (earned and purchased) will remain intact.
    • To continue playing on your console, go to the Store and search for Rocket League, and then select Get. Once updated, you'll be able to launch the game.
    • For additional help, visit the Rocket League Support page.

Halo: The Master Chief Collection

  • Some players on Xbox Series X|S may see saturation in darker areas while playing when the game brightness settings have been increased.
    • Until this is fixed in the game, you can reduce your brightness settings to 5 or under.

Monopoly Plus

  • Some players are experiencing game crashing when trying to launch Monopoly Plus on Xbox One.
    • This may be because the Terms of Use were recently updated and haven’t yet been accepted. After you sign in to your Ubisoft account and accept the Terms of Use, you can launch the game.
    • If you've already accepted the Terms of Use, try this: Disconnect your console from your wired/wireless connection, relaunch Monopoly Plus, and then reconnect to your wired/wireless connection when you’re at the main menu. For full details, check out the support guide published by Ubisoft.

Microsoft Casual Games

  • Microsoft Casual Games recently announced that games are no longer supported on Windows 8 or Windows 8.1.
    • All games were removed from the Windows 8 Store on December 14, 2020. 
    • These include the following titles:
      • Microsoft Jigsaw
      • Microsoft Mahjong
      • Microsoft Minesweeper
      • Microsoft Number Puzzle
      • Microsoft Solitaire
      • Microsoft Sudoku
      • Microsoft Ultimate Word Games
      • Taptiles
    • If you want to continue playing then you can do one of the following:
      • Upgrade your device to Windows 10
      • Play free on the MSN Games website
      • Play free on mobile, iOS or Android
    • For more info, visit the Microsoft Casual Games support page.

Microsoft Flight Simulator

  • Some users are seeing an infinite loading screen stuck right around 25% when in the game and applying the update for additional necessary content.
    • Simply closing and restarting the app and download process should resolve this. 

  • Some users are seeing a "Please insert the Microsoft Flight Simulator disc" error message when launching the game on Windows 10. 
    • To play the game digitally on Windows 10, you need to have the Digital Ownership File installed, as it's required to grant the necessary permissions to play. If you already have this file installed and are running into this error, uninstall and reinstall this small 10 MB file only and that should resolve the issue. There's no need to uninstall the entire 127+ GB base game files. 

  • Windows Insiders in the Dev Channel are seeing the following error dialog on launch: "The filename, directory name, or volume label syntax is incorrect."
    • Update to the latest Windows Insider Dev Channel build (Build 20197 or higher). 

For all other questions or issues with Microsoft Flight Simulator, be sure to check out the Microsoft Flight Simulator support hub, which covers a wide variety of scenarios.

Grounded (Game Preview)

  • If you're playing Grounded and you suspend your console, this may result in the game crashing when you try to resume playing.
    • There's currently no workaround; however the Obsidian team is working on a fix to resolve this and will push it out in an upcoming game update.

  • Some players are unable to see each other's multiplayer lobbies.
    • Make sure you and your friends are following each other on the Xbox app. If you're already friends, this issue can be caused by time sync issues. We're currently working to get a fix in for this. If you and your friends adjust your system clocks to match, that should bypass the issue until the problem is resolved.

  • Some Steam users are unable to get past the Microsoft account sign-in screen. 
    • This is due to a false positive with the antivirus software on your PC. The first thing to do is make sure your antivirus software is currently up to date. If it is and you still experience the issue, you need to go to your antivirus software's website to learn how to whitelist specific files from being checked. Once you are able to whitelist this game, enter this file location: C:\SteamLibrary\steamapps\common\Grounded
      • Note The actual letter of the install drive will vary per user based on where your Steam client defaults to for installing games. 

For all other known issues with Grounded (Game Preview), check out this list of known issues from the Obsidian team. Also see the Grounded FAQ if you have questions about additional problems not covered in the Known Issues list. 

Minecraft Dungeons

  • Users on Windows 10 are unable to share access to the game with other family members.
    • Family sharing (and other forms of game sharing) is not supported by the title as this time. Attempting to play on another account may result in receiving the error message, "Could not verify game ownership."

  • Some users installing the game via the Microsoft Store app on PC see the Install button grayed out. 
    • To install this game or any game from the Microsoft Store app, your Windows 10 device needs to be on a 1903 OS build or greater. The easiest way to ensure that your PC is ready to go for any game that comes to Xbox Game Pass for PC is to install the Xbox app with the steps posted here. This forces the PC to install an OS version that can run all Game Pass for PC games and allow users to easily find them inside the Xbox app. 

  • Some users are experiencing lost save file data on PC.
    • If you're experiencing this issue and don't want to restart your progress from level 1, the Minecraft team has a solution here that helps you import a premade leveled-up character, so you can pick up around the same point where you left off. 

For all other known issues with Minecraft Dungeons, check out this list of known issues from the Minecraft team. Also see the Minecraft Dungeons FAQ if you have questions about additional problems not covered in the Known Issues list.

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.

Was this discussion helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this discussion?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this discussion?

Thanks for your feedback.


Discussion Info

Last updated January 19, 2021 Views 1,414,285 Applies to: