Known Issues for Game Launches (September 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 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.

  • 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 being disconnected from Gears 5 multiplayer games or co-op campaign games.
    • Workaround: The proper teams are aware and looking in to resolving these issues ASAP. You can follow the CoalitionGears account on Twitter for any updates to this issue. There are no known workarounds at this time but to start a new game lobby and try again. 

    • 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

  • FIFA 20

  • Killer Instinct: Definitive Edition

    • Known Issue: Users unable to access the Definitive Edition content for Killer Instinct on PC via Game Pass for PC or Game Pass Ultimate.
    • Workaround: The proper teams are looking in to this issue but there is no known workaround at this time. If you have an Xbox One console, you can access the Definitive Edition content for the game on Xbox One in the interim. Keep an eye on the Killer Instinct Twitter account for any news or updates on this issue. 

  • 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.

  • Madden NFL 20
    • Known Issue: Some users experiencing issues trying to access or play Madden NFL 20 Ultimate Team. 
    • Workaround: If you’re experiencing issues with Madden Ultimate Team then there is an update available that will resolve these issues. You’ll need to take the update when prompted during the game launch sequence. 

    • We are not tracking any further 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.

  • Fortnite
    • We are not tracking any  known issues for Fortnite at this time but for any additional help or information concerning any in-game issues being tracked in Fortnite, 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.

  • Call of Duty: Black Ops 4
    • We are not tracking any known issues for Call of Duty: Black Ops 4 at this time but for any additional help or information concerning any in-game issues being tracked in Call of Duty: Black Ops 4, please check out this page for further assistance.

  • Red Dead Redemption 2
    • Known Issue: Purchased Gold Bars not arriving in the Red Dead Online Beta.
    • Workaround: Delivery of Gold Bars in-game is limited to a total of 500 purchased Gold Bars at a time. Purchased Gold Bars are delivered as full stacks based on the amount purchased. Any amount of purchased Gold Bars over 500 will be held in reserve until there is sufficient space for all of the next stack of purchased Gold Bars to be deposited.

    • Example: If you purchase two stacks of 350 Gold Bars at the same time, only the first stack of 350 Gold Bars will be deposited to your account, until you spend enough Gold Bars so that there is room for the next complete stack of 350 purchased Gold Bars to be deposited.

    • We are not tracking any further issues for Red Dead Redemption 2 at this time but for any additional help or information concerning any in-game issues being tracked in Red Dead Redemption 2, 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.

  • Naruto To Boruto: Shinobi Striker
    • Known Issue: Users unable to continue their trial save data after playing the full game for the Xbox Free Plays Days promotion. 
    • Workaround: Users who have the save data of the Trial Version are able to play the full game during the Xbox Free Play Days (July 25th – 28th, 2019). However, after Xbox Free Play Days has ended, users must purchase the full game in order to continue playing on that specific save file. Please note that if you participate in Xbox Free Play Days but want to continue playing the Trial Version afterward, you must delete your save data and start a new save file.

  • 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 September 17, 2019 Views 139,781 Applies to: