Saturday, December 10, 2011

Answering a few FAQs

AppId is over the quota
AppId is over the quota
It’s good to see millions of you online again!  The vast majority of folks are happily gaming once again, but we’re not done yet.  Here’s an update on a few of the topics that people have been asking about via the blog/email/twitter.

The case of the missing content:

The missing content has been found!  The Sega XBLA titles, Burnout: Paradise Big Surf Island, the latest Rock Band content, and the rest are now available.  Enjoy!

The Optional Media Update:

A number of people have asked about this.  It’s working now – I just verified it myself - but there is a special restriction around it that can be confusing.  You can only download the OMU on a single console per gamertag.  If you need to download on another console – for instance, if you have two 360s  – you’ll need to use a different account on each console.  If you don’t have a second account you can create a new Silver account and that’ll work fine.

Slowness and/or timeouts with

Some people are having no problems with the site while it’s not working for others.  This is one of our top priorities right now and we’ll get it resolved ASAP.

The Forza 2 Auction House isn’t working:

We’re aware of this and are currently working with the folks at Turn 10 on it.  We’ll get it resolved as soon as we can.

EDIT @ 5:20PM

Comparing Games on

There have been a number of questions around viewing the achievements of friends on  When you view someone's profile you'll now see a link for "Compare Games".

There have been a lot of requests for more details about what we did on Tuesday.  Look for a post from me in the next few days on the subject.

View the original article here

Today’s Xbox LIVE issues – Modern Warfare 2, Matchmaking, and Billing.

AppId is over the quota
AppId is over the quota
Through a process failure on our part, the Modern Warfare 2 Stimulus Package was released this morning before the Title Update (TU) for MW2 was available.

Unfortunately, the Stimulus Package doesn’t function correctly without the TU.  Once they had been released out of order, it wasn’t a simple thing for us to resolve.  For a couple of hours the result was unpredictable but most people couldn’t get into a game through matchmaking.  In technical terms, it was a big hairball that we had to unwind.

The TU and Matchmaking issues were resolved shortly after 11AM Pacific.  Unfortunately, we’re still working through some billing issues.  These are primarily around the redeeming of POSA cards – POSA stands for “Point of Sale Activation”.  These are the cards that you buy at a retail store that they then activate for you at the checkout register.  Some cards that were properly activated at the retailer are reporting back to us as not having been activated yet.  You haven’t done anything wrong, you won’t lose your money, and you don’t need to go back to the store – just hang in there and try again in a few hours.  The Stimulus Package has been so popular that our POSA vendors that make those magic point cards work are a little backed up.

Other billing features are seeing intermittent problems as well, but at a far lower rate than POSA redemption.  You’re most likely to notice this when trying to redeem a code through, but you may see it on the console as well.  The team has been working all of these issues on your behalf nonstop, and will continue to do so until the last of them are resolved.

As always, keep an eye on the Support page on and the XboxSupport Twitter for the most current information.

View the original article here

Friday, December 9, 2011

Issues with Xbox LIVE earlier today

AppId is over the quota
AppId is over the quota

Earlier today members were disconnected from Xbox LIVE and found themselves unable to log back in.  This impacted LIVE users on Xbox 360 consoles, those running Zune & Games for Windows LIVE software on PCs, and Windows Phone.

This began just after 9AM Pacific and was resolved roughly two hours later.

The root cause of this outage was human error.  A change resulted in an interruption to normal traffic flow within our datacenters, which logged users out and prevented them from logging back in.  We’re sorry for this, and we’ll be updating our processes to prevent this from happening again in the future. 

If and when issues do occur, we’ll keep you updated through the Status page on and from @XboxSupport on Twitter.

  - e

View the original article here

Thursday, December 8, 2011

11pm Pacific Update

AppId is over the quota
AppId is over the quota

Most of the new content has been coming up - will get completed this evening.  Have gotten a lot of feedback from folks who have both been able to download the new arcade content as well as seeing some of the new content they were waiting for appearing.

Not tracking any big issues, so e, Shreddy and I are gonna call it a night.  Folks will still be working around the clock, and they are reading the blog, so if you have any other issues/concerns, please post.

If anything else newsworthy occurs, we will post something in the morning.  Hopefully everyone is having fun playing the new games :)

View the original article here

Original Xbox support on Xbox LIVE ends today

AppId is over the quota
AppId is over the quota
Later today we’ll be turning off the ability for original Xboxes to connect to Xbox LIVE.  It’s the end of an era, and there’s definitely an odd vibe in the air at Xbox HQ right now.  Re-Volt, Ghost Recon, MechAssault, RTCW, Halo 2 and more – we’ll miss you!

We’ve been getting a slow but steady stream of questions about what this means, so I’m going to answer the most common ones here:

Q: Can I still play my original Xbox games offline?

A: Yes!  This disables support for online multiplayer, leaderboards, marketplace and other online features but does not impact offline play.

Q: Does this impact Halo 2 PC?

A: No!  Halo 2 PC will continue unchanged as it’s a Games for Windows – LIVE game and not for the original Xbox.

Q: When will this take effect?

A: On April 15, 2010 (that's today as I type this).  We aren’t saying exactly when we'll be flipping the switch.

-          e

P.S.  For those of you looking for an update on Matchmaking in Modern Warfare 2 – we are continuing to work on making the experience better for everyone.  There isn’t anything I can say today, but stay tuned.

View the original article here

Wednesday, December 7, 2011

Did you know you don’t have to call support to get help?

AppId is over the quota
AppId is over the quota
The Solutions channel is In-dash, and Xbox LIVE is now on Twitter and Facebook!

Hey there Xbox fans, I’m DJ (aka Shreddy), and it’s about time I chimed in.  Don’t want to have to call the call center to get support?  Well, for most things you don’t have to… In addition to being able to get help via the articles and forums on,  there are a few new ways for you to connect with us and get the help you need. 

Solutions Channel:  Helpful information on a number of topics is available right in the dash.  Just go to My Xbox, then scroll right to the second to last slot, and you’ll find Solutions.

Twitter:  Tweet much?  If you have support related questions, you can tweet to @XboxSupport and we’ll do our best to help you, or point you to the best place to get help.  Check it out… you can follow us at  Over 2700 of you already are!

Facebook:  Have you become a fan of the Xbox 360 group?  It has over half a million fans and is a great way to connect with other enthusiasts!  If you’re looking for help or just looking for other fans to play online with, join the very active discussion on the Wall.  We’ve also recently added a Support tab to provide information on all the ways you can get the help you need.

It’s our job to represent all of you, so don’t hesitate to let us know what you think about the service – what are you excited about, causes you pain, want to see changed? 



View the original article here

Issues Update - 6:45pm Pacific

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AppId is over the quota

"While I have seen some great suggestions in the blog about how to quickly resolve this..." - What suggestions have people brought up?

I mean, you've got fanboys whining and screaming about how it's unacceptable, it's horrible, terrible service, get off your ass and get it done.... You've got people who are more understanding of your plight, telling everyone to essentially shut up and stop whining... but we're just spectators to this issue, we're not on the technical team or are involved in any real resolution.

Most people who might be writing on here wouldn't have graduated either high school or a post-secondary school, so it does beg the question: What suggestions have people really had?

View the original article here

Tuesday, December 6, 2011

Marketplace Issues Update

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AppId is over the quota
As e stated, we are tracking and in the process of resolving an interesting issue around Marketplace.  As a part of the work we did yesterday, there were some updates to the tools we use to load content onto the service, and there are some unexpected failures with those new tools that affect new content added to the service in the previous 12-24 hours leading up to the downtime.  That is the only issue of significance we are tracking at this time.

The feedback around issues on this forum has really helped – please keep the feedback coming. 

When the issue is resolved with the new pieces of content, and you are attempting to re-download, please be advised if it appears that you are being charged again, you aren’t.  You can click straight through the messages without being charged.  We have stepped through this ourselves, we know the experience is poor, and are working to see what we can do about it.

For those who offered critical feedback on our performance yesterday, and the fact that this marketplace content issue got by us, I understand and appreciate what you are saying.  Its our job to be flawless, and we clearly didn’t meet the bar yesterday.  I am incredibly proud of the teams for the work that was done, and how hard folks worked to get us where they did – I also appreciate that we work on a service with a demanding customer base; it is as it should be.  I love that part of it.  Please have faith that we are trying really really hard, and are making improvements as fast as we can.

If you are having any other issues, please post.  Thanks again.

View the original article here

Issue Update - 8:20pm Pacific

AppId is over the quota
AppId is over the quota

"now the issue with the latest arcade titles downloading is resolved."....

What complete BS.

I'll bite - Why does Sam & Max refuse to download, and where are last week's Sega titles? You first claimed Victory almost 24 hours ago - now you're making this claim - tell me does anyone there actually turn on an 360 and try to use it after performing maintenance? Howabout before posting an "all's well" blog?

C'mon guy's - get it together - I was offering advise on other posts here an hour after you "completed" maintenance yesterday - and not a damn thing has been corrected!

Fix it!

View the original article here

Monday, December 5, 2011

Having issues finding matches in Modern Warfare 2?

AppId is over the quota
AppId is over the quota
We’ve heard the feedback that some of you are having a hard time finding games in matchmaking with MW2 since Tuesday’s update.  If those of you with this problem can answer a few questions it’ll help us get to the bottom of things.

Please leave a comment and answer the following questions:

1.       Who’s your ISP?

2.       Where (state/country, don’t give your address) do you live?

3.       Describe your networking configuration – router brand, model, etc.

4.       When you run the network troubleshooter in the Xbox Dashboard, what NAT type does it say you have?

5.       When looking for a match, in the top right of the screen it’ll say “x potential games found”. Does x ever go above zero, and if so to what?

6.       When looking for a match, in the top right of the screen it’ll say “x/50 good games”. Does x ever go above zero?

Having this data will be very useful - thanks for helping us help you!

View the original article here

Today's Xbox 360 Dashboard update

AppId is over the quota
AppId is over the quota

There's a ton of new functionality in this update including Zune Music, ESPN, improved voice chat quality, enhanced Family Settings, and more.  You can find a more complete listing of what's new on Major Nelson's blog.

As with any significant update like this one, some issues are bound to pop up and we're working hard to resolve them.  In particular, we've seen two intermittent issues today:

Problems downloading the new update or new/updated applications like Zune or Netflix.  There are a couple of different error messages that you might get here, and they all mean essentially the same thing - "Please Try Again".

Being asked to pay for content you want to download that you've previously paid for.  If this happens to you, simply decline and repeat the download process.  This problem is intermittent, and typically on another attempt LIVE should recognize that you already own the content and allow you to re-download it for free.

As we make progress against these issues I'll be back to update this post.  Thanks for your patience.

EDIT: Yes, we aware of the Avatar Editor/Marketplace issue and are working on that as well.

View the original article here

Sunday, December 4, 2011

Xbox 360 Dashboard Update - The Day After Edition

AppId is over the quota
AppId is over the quota

After a long night of troubleshooting and tweaking by the team, I'm happy to be able to say that your experience on LIVE will be greatly improved today.

Yesterday a number of people were having problems downloading the update, updating the avatars, and re-downloading previously purchased content.  The changes that went in over the last 24 hours have made a world of difference, and we'll continue to watch closely throughout the day.

There were a number of issues raised in the comments of the previous post - we're looking into them, and please keep posting your experiences here as well.


Want to watch ESPN using your 360 on Time Warner Cable? See ESPN's FAQ.

Yesterday we had a handful of reports of in-game freezes - is anyone still seeing that?  If so, what game and at what point?

View the original article here

It’s Dashboard Update time!

AppId is over the quota
AppId is over the quota

Report: Xbox 360 Failure Rate Reaches 54%

New survey says Microsoft's Red Ring of Death contines to rise.

by Jim Reilly

August 17, 2009 - If your Xbox 360 hasn't broken down yet or suffered from the dreaded red ring of death, then consider yourself pretty lucky.

A new survey published in Game Informer's print edition indicates the Xbox 360 failure rate has climbed to a shocking 54.2%. The magazine surveyed nearly 5000 readers, asking them about their experience dealing with broken consoles.

Here are their findings:

  Console failure rate

  Xbox 360 – 54.2%

  Playstation 3 – 10.6%

  Wii – 6.8%

  Percentage of console owners who suffered a second hardware failure after the original repair.

  Xbox 360 – 41.2%

  Playstation 3 – 14.7%

  Wii – 11%

  Percentage of people who rate their customer service experience "very helpful"

  Nintendo – 56.1%

  Sony – 51.1%

  Microsoft – 37.7%

  Percentage of respondents whose friends have had console hardware failures.

  Xbox 360 – 69.9%

  Playstation 3 – 12.4%

  Wii – 6%

The magazine also makes a few notes about their results:

The reason the Wii has the lowest hardware failure rate could be because console is played the least of the three. 41.4% of Wii owners surveyed said they play the console less than one hour a day, meanwhile the majority of Xbox 360 (40.3%) and Playstation 3 (37%) owners say they play their console on an average of three to five hours day.

Also, only 3.8% of respondents said they'd never buy another Xbox system because of the failure rates.

How have your experiences been?

View the original article here

Saturday, December 3, 2011

Modern Warfare 2 Matchmaking Update

AppId is over the quota
AppId is over the quota
First - thanks to everyone who took the time to answer the questions posed in the previous blog entry.  That data was very useful.

We’ve been going over the results with the folks at Infinity Ward, and as a result they’ve made some changes to how the game behaves when it’s looking for a match.  A few of you have already reached out to me to say that you’re seeing an improvement, and that’s great to hear.  We’d love to know what results you get this weekend.

If you’re willing to share your experience again, here’s what we'd like to know – I’ll gather up your results and make sure that IW gets them:

1.       What playlist (TDM/FFA/Stimulus/etc.) you were searching in

2.       How many potential games were found?

3.       How many good games were found?

4.       How long did it take you to find a match from the time you started searching?

If you’re not already, I’d suggest following @fourzerotwo on Twitter to keep an eye out for any information coming directly from IW.  We’ll be here on the blog and manning @XboxSupport as well.

View the original article here

Xbox 360 System Update – USB Memory Support

AppId is over the quota
AppId is over the quota

Does not work with my OCZ Rally2.

Selecting "Configure Now" fails, but selecting "Customize" and picking the full space works. Then, after setup is complete, everything works as expected but if i remove the USB stick (or power cycle my xbox) the USB stick causes my xbox to hang. It hangs espically when accessing the "Storage Devices" screen. While my xbox is hung, if i pull the stick, the xbox snaps back to life immediatly.

View the original article here

Friday, December 2, 2011

Stomping out issues one by one

AppId is over the quota
AppId is over the quota

24 hour maintainence; thats harsh.

12 hours after; to be expected with the number of changes made.

I can wait, and you have my sympathy for the hard work your doing. (I do hope you guys are getting paid overtime!)

However though, it seems there is very little information avaliable for users not knowing where to look for help. And what about compensation?

I don't expect compensation as I understand the issues you guys are having. But can we have update more frequently to this blog? And more detail.

Thanks for listening (my two cents worth and more).

Hope things start getting easier soon.

View the original article here

Thursday, December 1, 2011

Thank you, and goodnight!

AppId is over the quota
AppId is over the quota

Its 3:16am here in Redmond... things are looking really good.  Appreciate the feedback that has been sent - we have gone through all issues that were reported and validated fixes for any issues remaining. e just snuck outta here, Shreddy is still barkin' on the conference bridge, and I am thinking its time for me to get a quick nap.  There will be folks monitoring the blog overnight, so again - any issues, please don't hesitate to post.

Thanks for your patience today, and here's to upcoming goodness!

View the original article here

Mulling through a couple of issues

AppId is over the quota
AppId is over the quota

My Xbox says

"Server is Unavailable

Troubleshooting Tips

   * The web server may be too busy to accept your request. Try again at a later time.

   * Click the Refresh button, or try again later.

   * Go back to Home.

Technical Information

   * The server encountered an unexpected condition which prevented it from fulfilling the request."

View the original article here