nfo: at 22:02:48
The current average wait time is 7 minutes.
info: at 22:04:48
The current average wait time is 5 minutes.
info: at 22:06:48
The current average wait time is 3 minutes.
info: at 22:08:48
The current average wait time is 1 minutes.
info: at 22:08:59
Privacy Statement
You are now chatting with 'Josh'
Josh: at 22:09:03
Hello, thank you for contacting Xbox Customer Support. My name is Josh. How can I help you today?
Josh: at 22:12:28
I hope I didn’t lose you yet. Are we still connected?
you: at 22:30:28
Hi, certain games are not starting on my Xbox One. Specifically NHL 16 and Rory McIlroy PGA Tour. I've tried hard resets and I have just factory reset. Initially, the title card for the game would flash up, hang there, then crash and give an error message saying the game was taking too long to start. Now, after factory resetting, on NHL 16 when I try to open the game it says "Just getting your game ready" for a brief moment then another message saying "Something went wrong. Give it another try. If this happens again, let us know by entering 0xc03f6508 at xbox.com/errorhelp so we can investigate.
you: at 22:31:02
I typed that error code in at Xbox.com/errorhelp and it did not find a matching error.
Josh: at 22:13:33
Thank you for bringing this error on your games and would be glad to get it working for you.
you: at 22:31:26
This has been going on for several days.
Josh: at 22:13:39
May I have your name and Microsoft account please?
you: at 22:32:21
My legal name is Nicholas. My Microsoft account is under "[email protected]"
Josh: at 22:14:58
Thanks, Nicholas. Let me pull up the account for you.
Josh: at 22:15:11
At this time, I will send a verification code to the email or phone associated with your account. You should receive the code within a few seconds. Kindly paste it here once you received it.
you: at 22:35:03
43683
you: at 22:35:14
via text
you: at 22:35:23
15355825 via email
Josh: at 22:17:36
Thanks for validating the account, Nicholas. Please allow me a minute or 2 to review the account so we can provide the best possible option.
Josh: at 22:20:37
Thanks Nicholas. I was able to validate that the licenses are still associated with your account. No worries, let's get this sorted out in no time.
Josh: at 22:21:32
Just to verify, this is for Xbox One right?
you: at 22:39:35
yeah
Josh: at 22:22:06
Cool! Let's reset the console's power supply first. Here's how:
Josh: at 22:22:14
Disconnect and reconnect your console's power cable
Josh: at 22:22:15
1.Turn off the Xbox One console by pressing the Xbox button  on the front of the console for about 10 seconds until it shuts down completely.
Josh: at 22:22:15
2.Unplug the console's power cable. Wait 10 seconds.
Josh: at 22:22:15
Important Be sure to wait 10 seconds. This step resets the power supply.
Josh: at 22:22:15
3.Plug the console power cable back in.
Josh: at 22:22:15
4.Press the Xbox button  on your console to turn on the Xbox One.
you: at 22:41:03
ok, one moment
Josh: at 22:23:24
Take your time, please.
you: at 22:42:26
the power supply is completely unplugged but still has an orange light glowing
Josh: at 22:24:55
Is it connected to a power strip or surge protector?
you: at 22:43:38
no, it is completely unplugged. the cord that goes to the wall socket is pulled out of the power brick and the other end that plugs into the xbox one is disconnected
you: at 22:43:54
the light is off now though
Josh: at 22:26:28
Great! Now, please re-plug the power supply and turn the console back on.
Josh: at 22:26:40
By the way, I can see here that this is the first time that you are contacting us regarding this concern. Don't worry. I'll make sure that this is the first and last time that you'll contact us about this.
you: at 22:46:29
You're right. Not to be rude but I already have been thinking about selling my Xbox for a Playstation. Stuff like this is pushing me in that direction.
Josh: at 22:29:28
Sorry to hear that, Nicholas. No worries, we'll get this sorted out as quick as we can.
Josh: at 22:29:39
By the way, just to clarify, have you downloaded the Preview App on your console before this happened?
you: at 22:47:35
yes
you: at 22:48:12
I uninstalled it and opted out but continued to have the problem though.
Josh: at 22:30:43
So it's now uninstalled on the console?
Josh: at 22:30:48
I mean the Preview.
you: at 22:49:37
it is listed in my "ready to install" pane but is not actually installed
you: at 22:50:35
I did the factory reset thinking that would fix the issue like most computers/phones/etc so now I have to reinstall/re-download everything
Josh: at 22:32:57
Alright. Have you tried removing and re-downloading the profile from the console?
Josh: at 22:33:15
Got it. That includes the profile right?
you: at 22:51:51
I'm not sure what you mean by profile. The account I sign into to access online features? I'm the only user of this Xbox One.
Josh: at 22:34:58
Yes, Nicholas. Just to make sure, let's do it now. It will allow the account to sync back to the server and refresh the license on the console.
Josh: at 22:35:07
1.Scroll left on the Home screen to open the guide.
Josh: at 22:35:08
2.Select Settings.
Josh: at 22:35:08
3.Select All Settings.
Josh: at 22:35:08
4.Under "Account," select Remove accounts.
Josh: at 22:35:08
5.Select the account that you want to remove.
Josh: at 22:35:08
6.Select Remove to confirm.
Josh: at 22:35:08
7.When you're finished, select Close.
you: at 22:53:58
Done. I'm back to the account pane in the Settings menu.
Josh: at 22:36:28
Alright. Have you re-added it back?
you: at 22:54:48
Doing that now.
Josh: at 22:37:06
Thank you.
you: at 22:56:54
Should i continue through each prompt after signing in?
Josh: at 22:39:23
Yes.
you: at 22:57:31
Ok, I'm at the home screen.
Josh: at 22:40:05
Awesome! Now, let's try to access the games again under My Games and Apps
you: at 22:59:13
Same error with Rory McIlroy. "Something went wrong. Give it another try. If this happens again, let us know by entering 0xc03f6508". NHL does the same thing, same error code.]
you: at 23:01:17
Edge opens with no issues, as does EA Access.
Josh: at 22:43:53
Alright. I think this error has something to do with the Preview app installed on your account previously. Here's what we're going to do. Kindly install the Preview app again on your console so we can Report the error code on the Preview Dashboard App to get the necessary update to be worked out by our Preview team.
you: at 23:02:21
I reported the error before I factory reset but ok, I'll do it again.
you: at 23:03:10
I'm in the Xbox Preview Dashboard app currently.
Josh: at 22:45:53
Got it. This time, after we reported it on the dashboard, kindly remain the Preview App installed so the update that is being conducted on the server will be reflected on your console.
Josh: at 22:46:30
You'll be receiving a notification once the update is done and when the games are working properly on the console.
you: at 23:04:48
I'm confused.
Josh: at 22:47:57
Sorry for the confusion, Nicholas. This report will actually inform our Preview team that your games are being affected by the Preview app on the console.
Josh: at 22:48:18
That's the reason why we submitted the report on the dashboard so they can work this out immediately.
you: at 23:06:50
So I have to wait until they put out a fix for this until I can play the only two games I actually play on this console?
you: at 23:07:08
Despite having opted out of the previews and factory reset my console.
Josh: at 22:50:06
Yes, Nicholas. This is actually an ongoing system update for most gamers that installed the Preview app.
you: at 23:08:32
So many console is worthless until your team decides to patch this.
you: at 23:08:37
*my
Josh: at 22:51:18
It means that we're not the only gamers currently affected by the updates being conducted on the server. even if we have uninstalled the Preview program, the server recognized your account as Preview ready console.
Josh: at 22:51:58
Please be advised that some other functions are affected by the Preview program while other functions are working.
you: at 23:10:28
I want a call from a supervisor. Nothing to do with you, but this is ridiculous.
you: at 23:11:01
I'm not going to sit and wait around for them to fix this.
Josh: at 22:53:27
The games affected may varies from the location where you at. Rest assured that once this is fixed by our system engineers, we'll make sure to provide any relevant compensation for the duration you don't have access with the games.
Josh: at 22:53:54
Let me check for an available Supervisor for you.
you: at 23:11:48
Ok