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 Microsoft Virtual Agent
Hello Justin!
Agent
I'm Microsoft's Virtual Agent. I'd love to help you. You can also ask to talk to a person at any time. Please briefly describe your issue below.
Me
XBOX games on XBOX 360 slim w/ hard drive backwards compatibility
Agent
Which one did you mean?
Me
None of the above
Agent
Here's what I think you are asking about: Play backward-compatible games on Xbox One. Is that correct?
Me
No
Agent
Which one best matches the issue you’re experiencing?
Me
None of the above
Agent
I found this article that might help solve the problem.
Agent
Xbox One Backward Compatible Game Library | Xbox

Play hundreds of Xbox 360 games and classic Original Xbox titles on Xbox One. Browse all Xbox One backwards compatibility game ... the game to your hard drive. ...
Read the full article
Agent
Did this solve your problem?
Me
No
Agent
I found another article that might help solve the problem.
Agent
Games : Backward capability - Xbox 360 Support

Backward capability. Xbox One backward compatibility FAQ. ... Learn how to troubleshoot problems you might have playing Xbox 360 games on your Xbox One console. ...
Read the full article
Agent
Did this solve the problem?
Me
No
Agent
I’m sorry. Can you tell me what didn’t work, so I can try again? Or, you can  talk to a person.
Agent
Talk to a person
Albert K. has joined the chat
Microsoft Answer Tech

Agent
Thank you for contacting Microsoft Support. I am Albert K.. How can I help you today?
Agent
Please be aware that if you switch apps or change focus to another window while working with us, you may get disconnected from your chat session. To ensure the best support experience, please stay active in this chat window.
Agent
Hey there! May I please know your exact concern/question?
Me
Hi Albert. I have a slim XBOX360 and I'm trying to play an XBOX game on this device. I looked into backwards compatibility and after much trouble I was able to get my hands on a 320gb slim hard drive. I am able to begin playing Halo for the XBOX on this console, but I am unable to play Super Monkey Ball Deluxe for the XBOX. According to this link - https://support.xbox.com/en-US/legacy-devices/original-console/play-original-games - BOTH games should be available to play with a disc. My console is up to date. How can I play all of these games on the device?
Agent
Oh, I see. No worries, I'll check on this further for you!
Agent
First up:
Agent
May I please know your first name (so I can address you properly), Gamertag, and your best contact email address in case we get disconnected?
Me
Justin, Jumpyluff, [email protected]
Agent
Hi Justin! Thanks for the info!
Agent
To clarify, you can play Halo but it's Super Monkey Ball Deluxe game that is not working, right?
Me
That is correct. They are both listed as "Original Xbox games playable on Xbox 360" on the article I linked you.
Agent
Okay. When you attempt to play Super Monkey Ball Deluxe, could you please describe what happens exactly, and what error code/message you get (if any)?
Me
I am also able to play Halo 2. Those are my only 3 xbox games.
Me
Here's the error https://i.imgur.com/1Rdr3zT.png
Agent
Oh, I'm afraid we cannot view third party websites. Are you able to type in the error code/message here instead?
Me
Sure
Agent
Thanks!
Me
This original Xbox game is not supported on your Xbox 360 console. An update to support this game may be available. For more info, go to www.xbox.com/games.
Agent
Thanks. Is that the entire wording?
Me
That's everything
Agent
Okay.
Agent
Let me check this further now. I'll be back in a few minutes.
Me
No worries, I'm not going anywhere :)
Agent
Thanks :)
Agent
To clarify, you may have mentioned this already but I just want to make sure. You have the disc copy of Super Monkey Ball Deluxe, correct?
Me
Yes, all 3 games I mentioned I own a disc of.
Agent
Okay.
Agent
Please give me a moment for this one:
Agent
I checked some diagnostic tests and so far your console settings are actually all good on our end. Based on the error message you get, it looks like this particular requires the game update before you can play it. When I check the game on our database though, the game cannot be found. This means the game server is possibly be discontinued. I can't guarantee this, but you may try to consult with the game publisher support about this. Perhaps you can ask on a workaround to get an update for the game from their end. I was able to find the game publisher website:
http://www.sega.com/support/
(You may need to copy/paste the link in a separate tab/window to pull up the website, to prevent our chat from getting disconnected.)
In case they need validation from Xbox, you can give them this reference number: 1434137973, also as proof that you have checked this with us already.
Me
Okay, thank you Albert! I'm just glad it's not a hard drive issue, and I thank you for looking into it as deeply as you have.
Agent
You're most welcome! I sincerely appreciate your patience and cooperation in this chat session. Thank you for being polite and kind to me! Do you have other questions/clarifications for now, aside from this?
Me
I do not, that was the only issue I've encountered.
Agent
Before I forget, I have a little something for you. I know this isn't much but please take these amazing games and DLCs:
Me
Thank you for being so thorough!
Agent
Agent
I will also send the links to your email for your reference. If I find other free games/DLCs, I'll send them to you as well!
Agent
By the way before you go, can I ask you a favor?
Me
Rate the conversation?
Agent
Can you please click on the “ END CHAT” button on the upper right corner of the window?
Agent
A pop up will appear which will allow you to provide feedback about the service I provided today.
Agent
Thank you for contacting Xbox Customer Support and Have a great day!
Me
Thank you!
Agent
Chat ended
Albert K. has left the chat

Microsoft Answer Tech

Agent
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Agent
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