Known Issues for Game Launches (November 2019)

Hello Gamers!


The Fall game season is upon us 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.

  • Call of Duty: Modern Warfare
    • Known Issue: Some users confused about where to find their pre-order incentives of XRK Weapons Pack & Tactical Knife. 
    • Workaround: These items are delivered in-game if your pre-order qualified for them. To locate your items, follow this guide here. If you are certain you bought the pre-order edition of the game and are still not seeing the in-game items after walking through that guide, please reach out to Activision support for further assistance. 

    • Known Issue: Customers unable to spend their 3,000 Call of Duty Points given for ordering the Operator Enhanced edition of the game and unable to purchase further Call of Duty Points in-game.
    • Workaround: The in-game store for Call of Duty: Modern Warfare will not be available at the launch of the game but will instead be added at a later date. For the latest up-to-date information on this, be sure to follow @CallofDuty on Twitter

    • Known Issue: Some players unable to access certain modes within the game. 
    • Workaround: Each mode for Call of Duty: Modern Warfare will require separate downloads in order to play those modes. For example, in order to play the Campaign, you would need to ensure you have the Campaign Pack 1 & Campaign Pack 2 add-ons installed. Be sure to go to My Games & Apps > Locate Call of Duty: Modern Warfare in either the Installed or Ready To Install section > Press the Menu button > Select Manage Game & Add-Ons to ensure you have all relevant content downloaded in order to play each mode. 

  • The Outer Worlds
    • 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 unable to play the same game save file on both Xbox One and Windows 10. Instead they are being asked to pay for the game again on the platform they didn't make their initial purchase on. 
    • Workaround: The Outer Worlds is not an Xbox Play Anywhere title. This means that users will need to purchase it on both platforms if they wish to play on both Windows 10 & Xbox One. This also means that game save files and achievements will not work cross-platform. Alternately, you can play this game via Game Pass on both Xbox One and Windows 10. If you have Game Pass Ultimate, you can play on both platforms free of charge. If you have Game Pass for Console, you can play on Xbox One. And If you have Game Pass for PC, you can play on Windows 10. 

  • Star Wars Jedi: Fallen Order
    • Known Issue: Some users confused about not seeing the game available for a 10-Hour trial inside the EA Access app.
    • Workaround: We’ve opted not to have a Play First Trial for Star Wars Jedi: Fallen Order to reduce the risk of spoilers. We’d like to let the community experience this new Star Wars adventure together on a single worldwide launch date. EA Access subscribers will still get 10% off the game and some exclusive Jedi: Fallen Order cosmetics. Players everywhere can start playing on launch day, November 15, 2019.

    • We are not tracking any further known issues for Star Wars Jedi: Fallen Order at this time but for any additional help or information concerning any in-game issues being tracked in Star Wars Jedi: Fallen Order, please check out this page for further assistance. 

  • FIFA 20
  • NBA2K20
    • Known Issue: Some purchases of in-game virtual currency/points may not be showing on your account.
    • Workaround: If you’ve purchased points and you’re not seeing them in-game, please restart your console and then wait up to 24 hours for the purchase to appear on your account. If you try to purchase again then you may end up with a duplicate purchase. If after that time, you are still not seeing the proper content on your account, please reach out to 2K here to report the issue. Be sure to provide them a proof of purchase of the Legend Edition of the game by grabbing screenshots from your order history here on Account.Microsoft.com.

  • Borderlands 3
    • Known Issue: Some users unable to locate content in-game that was included with the pre-order bonus or deluxe editions of the game.
    • Workaround: The content must be installed for it to appear in-game. To verify you have the content installed, make sure to check your "Manage game & add-ons" section with these steps here to install and uninstalled content. 

  • Gears 5
    • Known Issue: Some users unable to install Gears 5 from the Windows 10 Microsoft Store App. 
    • Workaround: If your PC meets the requirements for the game but you are still unable to click the install button from the Microsoft Store app on Windows 10, this means that you need to upgrade your Windows OS version to the latest version. In order to do that, you can follow the steps here to manually check for and install that OS upgrade. 

  • NHL 20

  • 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.

  • Age of Empires II: Definitive Edition
    • We are not tracking any known issues for Age of Empires II: Definitive Edition at this time but for any additional help or information concerning any in-game issues being tracked in Age of Empires II: Definitive Edition, please check out this page for further assistance. 

  • Madden NFL 20
    • We are not tracking any known issues for Madden NFL 20 at this time but for any additional help or information concerning any in-game issues being tracked in Madden NFL 20, please check out this page for further assistance. 

  • Apex Legends
    • Known Issue: Users purchasing Apex Coins and not seeing them in their in-game wallet after purchase.
    • Workaround: Some in-game currencies may take a few minutes before the transaction is completely processed and the funds are added to your in-game wallet. If this happens to you, your best bet is to simply wait a bit longer. If you have waited over an hour and you still don't see your Apex Coins, try closing  the game with the steps posted here and then restart the game.

  • Fallout 1st
    • We are not tracking any known issues for Fallout 1st at this time but for any additional help or information concerning any issues our frequently asked questions about the subscription, please check out this page for further assistance. 

  • Metro: Exodus

    • Users getting an unspecified error signing into Xbox Live in Metro: Exodus.
      • An update to Metro: Exodus has been published to fix this issue. Please go to the Xbox app (beta) or Microsoft Store app to get the latest version of Metro: Exodus.
    • Metro: Exodus crashing?
      • If you are seeing a crash trying to launch Metro: Exodus and you have a NVidia graphics card, you may need a driver update. Please go to the NVidia web site to update to the latest version of your graphics driver.

  • Football Manager 2019
    • Known Issue: Football Manager 2019 failing to launch with an error about a missing DLL. Some users may encounter an error when launching Football Manager 2019. The error states that msvcp140.dll and vcruntime140.dll were not found.  
    • Workaround: An update has been provided for the game that will resolve this issue. To make sure you have this update installed, open the Microsoft Store app on Windows 10 and then click the "..." in the top-right corner and check for "Downloads and Updates". Once you click the "Get updates" button, you will download the latest update for Football Manager 2019. If nothing downloads, then you already had the update and you are good to go.

  • Wasteland 2 (Windows 10)
    • Known Issue: Save Files not working after a new version of the game was added to the Windows store. 
    • Workaround: When the game is re-added to the Windows store, you will have to create a new save file to play with that version of the game. If you do not wish to do this, you can continue using the version you have installed. But if you uninstall that version, only the new version can then be downloaded and you will need to start a new save file. More information and questions concerning this can be viewed here

  • 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 November 21, 2019 Views 206,533 Applies to: