Link to support article
Last updated November 11, 2020
Hi there,
What an exciting time! The Xbox Series X|S have both launched and
we hope you are enjoying your time with the next generation of gaming!
In the event you do run in to any issues though, we have you covered.
Some issues might be known issues and we have the
proper teams hard at work to resolve these instances ASAP. Be sure to
check below for any issue you might be experiencing. As we learn more
about workarounds or potential resolutions, we will update this post. If
your issue is not listed below, be sure to
head on over to the support.xbox.com/hel…faq for further assistance. Happy gaming!
- 4K/120hz
- Known Issue: If you are using a 4K@120Hz TV that
also supports VRR you might encounter no signal or corrupted image when
the Xbox is configured for 4K120+VRR. This issue occurs with various TVs
from LG, Samsung, or Vizio. - Workaround:
- Update to the latest firmware on your TV
- If using an LG TV - lg.com/us/…ers
- If using a Samsung TV - samsung.com/us/…ds/
- If using a Vizio TV - support.vizio.com/s/f…rch
- For further assistance on setting up your Vizio TV to get the most out of your Xbox Series X|S,
support.vizio.com/s/a…FAQ.
Note: To best ensure you always have the the latest firmware
update for your TV, confirm you TV is connected to the internet and that
Automatic Updates are enabled.
- For further assistance on setting up your Vizio TV to get the most out of your Xbox Series X|S,
- If the issue still persists, also consider trying the following:
- Configure the console for 4K/60 with VRR by going to Setting>
General> TV & display options> Video Modes> check the box for
Allow variable refresh rate. - Configure the console for 4k/120 with no VRR by going to Setting>
General> TV & display options>
Video Modes> uncheck the box for Allow variable refresh rate. The resolution and refresh rates are found under “Display” in TV & Display options. - If you wish to experience 120hz and VRR, please configure for 1080p/120hz VRR or 1440p/120hz VRR by
Setting> General> TV & display options>
Video Modes> check the box for Allow variable refresh rate. The resolution and refresh rates are found under “Display” in TV & Display options.
- Configure the console for 4K/60 with VRR by going to Setting>
- If you are experiencing a corrupted image, here are your workarounds to reverting back to a safe video mode:
- Restart your console and configure your video modes to one of the listed options above.
- If
you're still experiencing a corrupted image after restart, disable VRR
on the TV. Please consult your TV manufactures on how to do this. - If
the issue still persist after steps 1 and 2, perform the video mode
reset sequence to get back to a safe state and configure for one of the
two options above. To do this,
support.xbox.com/hel…ted under “Your screen is blank after you turn on the console >
Reset your display settings”.
- Update to the latest firmware on your TV
- Known Issue: If you are using a 4K@120Hz TV that
- EA Play app
- Known Issue: The EA Play app will not launch or install on an Xbox Series X|S device.
- Workaround:
There is no workaround at this time but we are working with our app
partners to find potential resolutions for the future. At this time, the
app will only work on an Xbox One generation device.
If you are looking for ways to claim your 10-Hour trials for popular
games like FIFA 21 or Madden 21 on an Xbox Series X|S device, you can
find them in the Store. To do this, go to
Store and Search for your game. Select the game desired from the search results and click on the “Free Trial with EA Play” button on the game description page.
If you are looking to play full games included with your EA Play subscription, you can access them in
My Games & Apps > Full Library > EA Play.
- Game Captures
- Known Issue: Some users will see HDR captures appearing too dark when captured on Xbox Series X or Xbox Series S.
- Workaround: There is no known workaround but a fix will be coming soon in a future console update.
- BBC iPlayer app
- Known Issue: The BBC iPlayer app will not launch or install on an Xbox Series X|S device.
- Workaround:
There is no workaround at this time but we are working with our app
partners to resolve this. At this time, the BBC iPlayer app will only
work on an Xbox One generation device. - Q: Why isn’t the BBC app available on Xbox Series X|S?
- A:
Many of your favorite streaming apps like Netflix, Disney+, Spotify,
YouTube, Amazon Prime Video, Twitch, Sky, Now TV and more, are on the
Store waiting for you when you boot your new Xbox console. There are a
small number of apps that
are not yet available - like BBC iPlayer – but we are working with
partners to add these as soon as possible.
- Game Clips
- Known Issue: Trimming 4K videos on an Xbox Series X might result in a "trim failed" error.
- Workaround: There
is no known workaround at this time for 4K but this will be addressed
in the November console OS update. Until that update, you can switch to
1080p by going to Settings > Preferences >
Capture & share > Game clip resolution > 1080p. - Known Issue: Uploading 4K videos to Xbox Live from an Xbox Series X might result in an error or a blank screen.
- Workaround: There
is no known workaround at this time for 4K but this will be addressed
in the November console OS update. Until that update, you can switch to
1080p by going to Settings >Preferences > Capture
& share > Game clip resolution > 1080p. - Known Issue: Sharing 4K videos to Twitter from an Xbox Series X might result in a and error or a black screen.
- Workaround: There
is no known workaround at this time for 4K but this will be addressed
in the November console OS update. Until that update, you can switch to
1080p by going to Settings > Preferences > Capture
& share > Game clip resolution > 1080p.
- DVD & Blu-ray playback
- Known Issue: Some users may insert a DVD or Blu-ray into their console and encounter a black screen.
- Workaround:
If you are experiencing this, simply remove the disc from the console,
restart the console, and then re-insert the disc into the console to
watch your disc.
- PeacockTV app
- Known Issue: Some users will experience occasional pixelated frames while using the PeacockTV app on Xbox Series X or Xbox Series S.
- Workaround: There is no known workaround at this time but the proper teams are working on a fix to be included in a future update.
- Backwards Compatibility
- Known Issue: Some users experiencing issues
launching Xbox 360 games returning them back to the Home section of the
dashboard on Xbox Series X|S consoles. - Workaround: If you are experiencing this issue you will to clear your Xbox 360 storage by going to
Settings > System > Storage >
Clear local Xbox 360 storage.
- Known Issue: Some users experiencing issues
- Quick Resume
- While Quick Resume is fully operational with thousands of titles, we
are aware a select number of Optimized titles may be experiencing
issues with this feature. To ensure the best possible experience for our
fans, we’ve disabled the feature for these titles
and are working as quickly as possible to fix this at the platform
level.
- While Quick Resume is fully operational with thousands of titles, we
- Remote Play on Windows 10
- Known Issue: Console streaming to a Windows 10 device from an Xbox Series X|S will not work through the Xbox Console Companion app.
- Workaround: This
feature is only supported through an Xbox One generation device. You
can currently stream from an Xbox Series X|S console to an Android or
iOS device via the Xbox app. Keep an eye on
News.Xbox.com for any updates on further support for additional platforms like PC.
