Known Issues for Game Launches (February 2020)

Hello Gamers!


The new year is here and we hope you’re enjoying time in your favorite game or franchise as we see new releases each week. We understand at times, things can go wrong though, and we want you to know that we are 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.

  • All Games
    • Known Issue: Users seeing a "Do you own this game or app when launching a recently purchased game.
    • Workaround:  To make sure you own the game and did not run in to any issues with your payment instrument at the time it was attempted to be charged, head on over to account.microsoft.com to ensure the game is marked as "Completed" in your order history. If not, you will need to purchase the game again because the initial purchase did not go through. 

    • Known Issue: Users are seeing their pre-orders cancelled for games if they did not have a a valid payment instrument on their account at the point of the charge.
    • Workaround: All pre-orders typically charge customers 10 days before the game release date. This means that you will need to have a valid payment instrument 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, then your pre-order will be cancelled and you will need to repurchase the desired game again once you have added a valid payment instrument to your account. To verify if your pre-order was successfully charged and thus the game was added to your game library, sign in here and look for the successful proof of purchase.

    • Known Issue: Purchasing a 5x5 for a game or an add-on for a game at a retailer and the code redeems CSV to the Microsoft Account and does not grant access to the actual game or game add-on.
    • Workaround: When you purchase a digital code for a game or game add-on at a retailer, that code is actually meant to give pre-paid money (CSV) to the account of the user who redeems it. You are then to take that pre-paid balance and then go purchase the content from the Microsoft Store digitally. The issue most users run in to is that this code does not cover your local sales tax. So be sure to pick up an additional pre-paid Xbox gift card in order to cover the tax of the purchase or make sure you have a valid payment instrument on the account so that you can complete your desired purchase.

  • Minecraft
    • Known Issue: Some users seeing error code 0x82D40003 when trying to launch Minecraft on Xbox One. 
    • Workaround: If you’re seeing error 0x82D40003 while trying to launch Minecraft, we know why this is happening and we’ve fixed the problem, however there may be a delay before you can play again. To get around this, you can uninstall and reinstall Minecraft from the store by doing the following:

      • On your controller, press the Xbox button and select My games and apps, then select See all.
      • Find the Minecraft tile then press the menu button and select Uninstall. Follow any prompts to remove the game.
      • On your controller, press the Xbox button and select Store. Select Search and enter “Minecraft”. Select the tile for Minecraft.
      • On the store page, select Install. Once installed, you can launch the game.

      • For more info on error 0x82D40003, visit this page.
      • For additional support for installing games on Xbox One, visit this page.

    • We are not tracking any further known issues for Minecraft on any platform at this time but for any additional help or information concerning any in-game issues being tracked in Minecraft, please check out this page or follow @MojangStatus on Twitter for further assistance. 

  • Ark: Survival Evolved
    • Known Issue: Some users are unable to play the Genesis Season Pass content on Windows 10 after making the purchase on Xbox One.
    • Workaround: The proper teams are looking in to this scenario as this content should be Xbox Play Anywhere content but it is currently experiencing issues playing on the platform opposite of where the purchase was made. There is no resolution at this time but it will be posted here as we gather updates.

  • Halo: The Master Chief Collection
    • Known Issue: Users unable to launch the game through the Xbox (Beta) app on PC.
    • Workaround: If you are looking to play on Windows 10, you'll need to launch the game by clicking on Windows icon (Start Menu) and then manually locate Halo: The Master Chief Collection in your list of installed apps or search for it by clicking on the magnifying glass icon. 

    • Known Issue: Users on Windows 10 seeing an error that states "To use this here, first remove another device" when trying to launch the game. 
    • Workaround: To remove a device from your device list, please head over this page and click on "Unlink" under the device you wish to remove. After doing this, you will be able to launch Halo: The Master Chief Collection on your current device without issue. 

    • Known Issue: Some users able to install the game via the Microsoft Store App on PC and see the "Install" Button grayed out. 
    • Workaround: In order to install this game or any game from the Microsoft Store App, you will need to ensure your Windows 10 device is on a 1903 OS build or greater. The easiest way to ensure your PC is ready to go for this game and any other game that comes to Game Pass for PC is to install the Xbox (Beta) App with the steps posted here. This will force 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 (Beta) App. 

    • Known Issue: Users experiencing various audio issues when playing on PC.
    • Workaround: There are a few known issues for audio on PC and workarounds for those issues are being posted here. Be sure to keep an eye there for updates to those issues or potential workarounds for further issues. If you are looking for info specific to lost audio on Bluetooth Headphones, please check out this link for more information. 

    • We are not tracking any further known issues for Halo: The Master Chief Collection at this time but for any additional help or information concerning any in-game issues being tracked in Halo: The Master Chief Collection, please check out this page for further assistance. 

  • Two Point Hospital
    • Known Issue: Users unable to find the multiplayer game modes and features in Two Point Hospital.
    • Workaround: All multiplayer components of Two Point Hospital will be added to the title in an upcoming update. This will include leaderboards, friend progress, superbug and challenges. For more updates on the status of the game, keep an eye on the twitter accounts for @2PointHospital and @SEGA

  • Wasteland 30th Anniversary Edition
    • Known Issue: Users unable to delete or create party members when playing the game on a console that does not have their language set to English.
    • Workaround: We’re aware of an issue when the game is in a language other than English that blocks a player from deleting party members or creating new ones when starting a new game. Note that the game can still be played with the default party. This will be resolved in a future update to the game.

  • Need for Speed Heat
    • Known Issue: Some users unable to get past the "Sign in as..." screen in Need for Speed Heat. 
    • Workaround: The proper teams are aware and looking to resolve this in a future update for the game. Progress on the issue can be found at the EA forums here where there will also be new workaround steps posted as they become known.

  • Yakuza 0
    • Known Issue: Users unable to play Mahjong, Poker, and Cee-lo mini-games online. 
    • Workaround: This was originally available in the Japanese release but the online servers for these mini-games have since been decommissioned and online play for these min-games is no longer supported. 

    • Known Issue: Users losing game progress due to not manually saving the game after each session. 
    • Workaround: There is no autosave feature in Yakuza 0. You can save your game by visiting one of the many phone booths around the city, marked with an "S" icon on the map.

    • Known Issue: Users unable to change the voice audio to desired languages. 
    • Workaround: Yakuza 0 only has the option for Japanese voice acting with subtitles in English, Japanese, Traditional Chinese, and Korean.

    • For any additional help or information concerning Yakuza 0, please check the SEGA support page for further assistance.

  • EA Access
    • Known Issue: 10-Hour Trials for games counting down time when users are not actively playing the games.
    • Workaround: This can occur a few different ways but most often it is during a period where the game is paused and left running. To alleviate this and prevent this from happening to your 10-hour trail please make sure you fully quit out of the game from the Guide menu when you are finished with each session within your 10-hour trial. To do this properly press the Guide button on your controller and highlight the game you are playing the 10-hour trial for from your recently played list. Press the Menu button> Highlight Quit and press the A button.

    • For any additional help or information concerning any in-app issues with EA Access, please check this page out for further assistance.

  • All Other Games
    • For all other games, please be sure to contact the game publisher for any in-game issues. To locate the publisher of the game you are searching for, check out the page for that specific game on the Microsoft Store here. Once there, Search for the game in the top-right corner, select the appropriate game from the Search results. Next scroll down to the Additional Information section and check who the game is Published By
 

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Last updated February 28, 2020 Views 350,522 Applies to: