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Xbox One update broke my console - Microsoft wants me to pay to repair

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
So, long story short and I need your help, Gaf!

After the latest system update, games and apps installed on the internal HD won't launch, presenting the error 0x8027025a. This happens for native system apps as well, such as Settings.

Have gone through all the hoops of factory resetting the console and after an hour long session with support, where I reinstalled the update with a flash drive, the error persists.

Apps and Games won't launch from internal HD, nothing will download to the console (to either the internal or external hd's) and I'm basically stuck with a brick.

My best guess is that something corrupted on the hard drive while the update was applied and now read/write functions are not working properly.

The support rep told me to order a repair on my system and since it's out of warranty, I'll have to pay around $90 to have it fixed.

I find this ABSURD as this started happening with the update. Everything was just fine on Friday. Oh, and by the way, this is already my second console, as I had to exchange my day one console last year due to the controllers not syncing issue.

The system seems to be ok and my idea of the internal hd being bad is because I'm able to run games and apps from the external drive. Apps, even the native ones like settings, the store or IE, that are on the internal drive, won't load.

Images can be found on http://imgur.com/a/QJo7k

So Gaf, what do I do now? Support rep said he would escalate the issue but this was already the case with my controller not syncing and had no success.

Any suggestion? I was thinking about replacing the internal HD, but the time it'd take + opening the console + hd cost is more expensive than paying Microsoft but I get really annoyed by having to do so in such conditions.
 

Tryxx

Member
Jun 6, 2015
391
0
0
Tweet Xbox support and tag Phil spencer social media has its uses. That should definitely be covered by them if the update in fact was the issue.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
Tweet Xbox support and tag Phil spencer social media has its uses. That should definitely be covered by them if the update in fact was the issue.

My first contact with support was through Twitter then moved to chat. Already tweeted to Phil, Mike Ybarra and Major Nelson to no success.

Post this on r/XboxOne

Will have to create a reddit account/1 never thought I'd have to but I will. Thanks!
 

clav

Member
Apr 22, 2006
26,198
2
0
Ping times look ridiculously long (latency). First picture shows almost 1 second.

Have you tried a network test on wired? What kind of wireless router do you use?
 
Sep 3, 2014
2,518
0
0
New York
Weird - I've had friends who boxes replaced no charge due to this. I would try again.

Edit - missed the part about warranty...dunno if they were under warranty.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
Ping times look ridiculously long (latency). First picture shows almost 1 second.

Have you tried a network test on wired? What kind of wireless router do you use?

The images are for consecutive tests. How is it possible to have a 0.00 Mbps speed?
The console is wired directly to the cable modem.

Was this online support? If so call and talk to an actual person.
Yes, online chat after twitter.
 

singhr1

Member
May 30, 2014
2,406
1
0
Do you have a MS store nearby? They can try some troubleshooting and can my more sympathetic to hardware/software issues.
 

herod

Member
Aug 9, 2006
5,118
16
1,000
Your hard drive was already broken. The update just uncovered that fact.
 

Maximus.

Member
Apr 24, 2009
7,434
1
900
Yea really sucks when that happens. It also is a reality these companies have limited warranties and don't have to cover costs beyond that time :/ worst when an update bricks or causes issues to a device though.
 

clav

Member
Apr 22, 2006
26,198
2
0
Your hard drive was already broken. The update just uncovered that fact.

How do you know the problem is hard drive though?

Could be the wireless module.

The images are for consecutive tests. How is it possible to have a 0.00 Mbps speed?
The console is wired directly to the cable modem.


Yes, online chat after twitter.

That raises more questions.

Even though one picture shows wireless strength, you said tests were all done across wired?

Also what router do you use?
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
Do you have a MS store nearby? They can try some troubleshooting and can my more sympathetic to hardware/software issues.

I'm living in Brazil now, no Microsoft stores around.

"reinstalled the update with a flash drive"


did you try without the update?
How to get a previous OS version? Only got the current one.

Your hard drive was already broken. The update just uncovered that fact.
Could be, but how it was working before then?

If the system develops issues from a forced update from the hardware manufacturer, the consumer should pay nothing for a repair or replacement.

Yes, that is my understanding as well. I'm not trying to scam anyone or find a loophole in the system. I just want to have this sorted out.

Dumb question, but have you tried to delete the app and reinstall it?

Also, have you tried to recover your profile?
Yes, before factory resetting the console, I did remove both the app then my profile. Recovered them and looked for support.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
How do you know the problem is hard drive though?

Could be the wireless module.

Issue happens using wireless or wired connection.
Also, this shouldn't affect opening native apps such as settings right? :-/

I'll have to sort this out soon since on the first game that needs updating I'll be locked out of it. 95% of my purchases are digital too.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
How do you know the problem is hard drive though?

Could be the wireless module.



That raises more questions.

Even though one picture shows wireless strength, you said tests were all done across wired?

Also what router do you use?
I photographed all tests, wireless and wired. Posted the mixed photos of tests thinking they were the same. Sorry.
I'm using an ARRIS TG862, Xbox is wired directly to it, no other devices between them.

Speed test on wifi on my cell phone:
http://imgur.com/Ckf38Ry
 

clav

Member
Apr 22, 2006
26,198
2
0
You can still download apps + games after a factory reset or are those on an external hard drive?

Speed test on wifi on my cell phone

Better test is here: http://www.dslreports.com/speedtest as it will give you a bufferbloat score as well.

So your device is this one: https://wikidevi.com/wiki/Arris_TG862G

Eh, all in one devices...

Guess one thing you can try is powercycling your combo modem/wifi router (unplugging power for 30 seconds and plugging back). Also fully power off the Xbox (or turn off instant on and switch to energy-saving power mode) or run a reboot menu in settings.

Don't know if you have your network setup forwarded correctly either.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
You can still download apps + games after a factory reset or are those on an external hard drive?



Better test is here: http://www.dslreports.com/speedtest as it will give you a bufferbloat score as well.

So your device is this one: https://wikidevi.com/wiki/Arris_TG862G

Eh, all in one devices...

Guess one thing you can try is powercycling your combo modem/wifi router (unplugging power for 30 seconds and plugging back). Also fully power off the Xbox (or turn off instant on and switch to energy-saving power mode) or run a reboot menu in settings.

Don't know if you have your network setup forwarded correctly either.

Yes, all in one cable modem and router. Already used it as bridge and was using an ASUS to make the connection. But this was working perfectly fine until the update hit last week, so I pretty certain it is not the origin of the problem.

Portforwarding is correctly set and nat is open on the console, but again... The problem is not connection.. even native apps like Settings won't open.
 

gogogow

Member
Nov 10, 2004
8,462
0
0
Any suggestion? I was thinking about replacing the internal HD, but the time it'd take + opening the console + hd cost is more expensive than paying Microsoft but I get really annoyed by having to do so in such conditions.

Uuuh.....how big is the hdd in your XBO? 1tb? For less than $90, you can get a 2tb hdd.
I'm not familiar with the XBO and have no idea how easy or difficult it is to replace the internal hdd.
 

NeOak

Member
Sep 14, 2006
16,078
2
0
TX
Uuuh.....how big is the hdd in your XBO? 1tb? For less than $90, you can get a 2tb hdd.
I'm not familiar with the XBO and have no idea how easy or difficult it is to replace the internal hdd.

You can't use regular HDDs... or can you?
 

clav

Member
Apr 22, 2006
26,198
2
0
ASUS makes a ton of routers. Some good. Some bad.

Have you tried the Xbox Startup Troubleshooter?



From: http://support.xbox.com/en-US/xbox-one/console/system-updates-solution

Unplug the network cable if you're using a wired network connection.

Power off your console, and then unplug the power cord to ensure that the console is completely powered off.

Wait 30 seconds, and then plug the power cord back in.

Press and hold the BIND button (located on the left side of the console) and the EJECT button (located on the front of the console), and then press the Xbox button on the console.

Continue holding the BIND and EJECT buttons for 10-15 seconds.

Listen for two ”power-up" tones a couple of seconds apart. You can release the BIND and EJECT buttons after the second power-up tone.

You can't use regular HDDs... or can you?

You can supposedly. Need to make sure it's the same as stock size if you plan on using the factory reset feature for consistency.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
You can still download apps + games after a factory reset or are those on an external hard drive?



Better test is here: http://www.dslreports.com/speedtest as it will give you a bufferbloat score as well.

So your device is this one: https://wikidevi.com/wiki/Arris_TG862G

Eh, all in one devices...

Guess one thing you can try is powercycling your combo modem/wifi router (unplugging power for 30 seconds and plugging back). Also fully power off the Xbox (or turn off instant on and switch to energy-saving power mode) or run a reboot menu in settings.

Don't know if you have your network setup forwarded correctly either.

Yes, all in one cable modem and router. Already used it as bridge and was using an ASUS to make the connection. But this was working perfectly fine until the update hit last week, so I pretty certain it is not the origin of the problem.

Portforwarding is correctly set and nat is open on the console, but again... The problem is not connection.. even native apps like Settings won't open.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
Uuuh.....how big is the hdd in your XBO? 1tb? For less than $90, you can get a 2tb hdd.
I'm not familiar with the XBO and have no idea how easy or difficult it is to replace the internal hdd.
In Brazil a notebook hd like the Xbox one costs around $100 so paying to MS would be a better solution. And it is a hassle process to open the console to exchange the parts.

You can't use regular HDDs... or can you?
Notebook ones.

ASUS makes a ton of routers. Some good. Some bad.

Have you tried the Xbox Startup Troubleshooter?



From: http://support.xbox.com/en-US/xbox-one/console/system-updates-solution





You can supposedly. Need to make sure it's the same as stock size if you plan on using the factory reset feature for consistency.

Ok, so replying your other question, the games and apps that do run are on an external hard drive. Yes, I used the startup troubleshoot to flash the OS again.

Thank you all for the insights and looking into it.
 

Deeke[VRZ]

Member
May 25, 2013
271
0
380
This happened to me no less than four times, and I've successfully fixed all the e100 errors myself.

It can be a huge pain in the ass, and you may have to reset your console and wipe all your games, but it can be done.

I absolutely hate Microsoft because of this, and honestly think the Xbox One is the jankiest console ever made.
 
Sep 1, 2016
1,032
0
0
Yeah, keep up the fight. It'll be frustrating but I hope they do something about it.

My Xbox has been going haywire after the update as well, random applications opening and what not.
 
Dec 5, 2008
4,715
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Totally get where you are coming from OP, but you've had your console for a few years now if I'm reading your post correctly. Even if Microsoft screwed up your console with a software update, it's still out of warranty (which sucks no matter how you look at it).

Try some of the suggestions some other gaffers have mention here, otherwise $90 doesn't seem too bad to fix it. I saw a $199 Xbone S 500GB deal just a day or two ago as well.
 

OttoSporteman

Member
Jul 28, 2013
587
0
475
Berlin
Totally get where you are coming from OP, but you’ve had your console for a few years now if I’m reading your post correctly. Even if Microsoft screwed up your console with a software update, it’s still out of warranty (which sucks no matter how you look at it).

Try some of the suggestions some other gaffers have mention here, otherwise $90 doesn’t seem too bad to fix it. I saw a $199 Xbone S 500GB deal just a day or two ago as well.

Had a day one console that was exchanged last year due to the controller desync problem. So the "new" console has around 6 months (it was in October last year)
 

Z O N E

Member
Feb 21, 2015
292
56
460
Are you in the Xbox One Preview Program?

Microsoft wanting you to pay for the repair is normal since you ARE out of warranty.

Honestly, you've tried the multiple troubleshoots several times and if that's still not working your best bet is to just send it in.
 

Head.spawn

Junior Member
Sep 3, 2013
6,745
2
320
I had that same exact problem after the last update (Insider build) and I fixed it up by doing a Trouble Shoot Reboot. Where you power the console completely off, unplug it for a bit/replug, then as soon as your press the Power on again, immediately press EJECT + Controller Sync (on the console).

I chose the option that allows you to keep your files and redo everything else.

Everything worked after that, had to delete/manually update a few things, but outside of that... Second time I've had to do that in the past two weeks, but it's pretty painless and fast enough to not be a major annoyance.