Troubleshooting disc read issues

“My console says ‘Open Tray,’ or won’t read my disc.” Okay, if your console is unable to read a disc, there are two things to try right off the bat. First, check that the disc you’re using is from the same region as your console. The region will be listed on the right side of the disc, near the center, or on the upper right-hand corner of the game case’s face (NTSC is for all of North and South America; NTSC-J is for Asia; and PAL includes Europe, South Africa, India, Australia, and New Zealand).


The second thing you’ll want to try is cleaning the reflective surface on the disc with a soft , slightly damp cloth (water only!), lightly wiping from the inside out.

If that doesn’t resolve your issue, please try some of the steps listed below, depending on if you’re trying to play a game, DVD, or music CD. Alternatively, if you'd like to try an interactive approach, be sure to check the official troubleshooter on


Clear your cache
Your cache stores items such as game and system updates and gamer pictures. Don’t worry, you won’t lose your saves or profile by clearing the cache.

To clear your cache, navigate to the ‘My Xbox’ channel in the dashboard menu, within which you can select ‘System Settings’. Select ‘memory,’ highlight the HDD, and press (Y). Select ‘Clear System Cache,’ then ‘Yes.’

Remove your Hard Drive
If the game starts with the hard drive removed, then power off the console, remove the hard drive, reinsert the hard drive and after try the game again. 

If it doesn’t work only with the hard drive attached, then your hard drive will need to be replaced. 

Removing any other memory units or USB flash drives
If removing one of these resolves the issue, then power down the console and try again with the drive reattached. If the game doesn’t work only with the device in question attached, it will have to be replaced (or if it’s a USB, reformatted).

Try a different game disc
If a different game disc works, the first disc will need to be replaced. If other game discs also do not work, you’ll want to check your warranty status and set up a repair here.


Try another DVD
If a different DVD plays without issue, the first will need to be replaced. If the second DVD does not work either, you will want to check your warranty status and set up a repair here.


Check the CD format and file type
Supported formats include:






Supported file types include:




Try another CD
If the second CD works (that has the same format and file type), the first will need to be replaced.If the second CD doesn’t work, you’ll want to check your console’s warranty and set up a repair here.

But I still have questions!

If this guide didn’t resolve your issue, or if you have questions about the steps found in this guide, you can make a post in this forum! Don’t forget to include The information requested below, to better help the community help you.

Disc type you're having issues with:

Steps you've tried: 


Question Info

Last updated July 4, 2018 Views 1,800 Applies to:


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