Xbox360 Dashboard update and Unreadable Disc's

By Ross Colebrooke, in , posted: 23-Dec-2011 20:00

After around 9 months of not touching the 360, the other half decided we should buy a Kinect and games for it.

When I fired the console up, with the Kinect set up, it asked for an update. No problems, lets do an update, and see how we get on. Several
reboots later, and the Kinect setup completed, we could start playing. First Kinect game in, and it will not read the disc, tried again,
and it worked fine.
We then tried a different Kinect game, and it repeatedly said either "unreadable" or "unsupported" disc.

After following the online support guide the console was still faulting, so I contacted the online support for Xbox.

Below is the entire conversation. 


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You are now chatting with 'Elizabeth'.
Elizabeth: Hello, thank you for contacting Xbox Customer Support. My name is Elizabeth. Please give me a moment to review your question.
Elizabeth: Ross, just so I understand your console is not reading disc correctly, correct?
Ross: yes
Ross: Ever since the console updated itself, when I bought the Kinect, it has been unable to read disc's correctly
Elizabeth: Ok, I do apologize and happy to do some troubleshooting with you to see if we can resolve your issue here.
Elizabeth: Are you getting any type of error message?
Ross: disc unreadible and to check or clean the disc
Elizabeth: Ok, thanks
Ross: there is a 2nd error message which also relates to cannot read the disk, but cannot remember the wording
Ross: I have already tried all of the troubleshooting tips on xbox.com aswell as trying a lense cleaning disc
Elizabeth: What is the color of the power light on the console when you receive this error?
Ross: green
Ross: it never changes from what I can remember
Elizabeth: What is the name of the game?
Ross: Dance Central 2 + Adventures + Star Wars Lego Complete Saga + Game Party in Motion
Ross: all of these games have had the errors
Elizabeth: Ok, thanks.
Elizabeth: Let's try clearing your system cache. Once you have done that we will play the game again.
Ross: I have already done that
Ross: could not read the disc again
Ross: it did ask for a 2MB update for Dance Central 2 - which I accepted, then once in the game menu it said it could not read the disc anymore
Elizabeth: Ok, thanks
Elizabeth: Ok, let's confirm that the update within the storage is not corrupted.
Elizabeth: To check, please go to settings.
Ross: ok
Elizabeth: Next, go to system, storage, push the A button, go to games and look for a yellow exclaimation point
Elizabeth: Let me know if you find any exclaimation points.
Elizabeth: How is everything going Ross?
Ross: im just checking now
Ross: one second . thanks
Ross: I have 38 games listed
Ross: there are no yellow exclamation marks
Elizabeth: Ok, great.
Elizabeth: Ok, now we will do a full power cycle of your equipment.
Elizabeth: This would include turning off the console
Elizabeth: Next, disconnect all cables including the power supply from the console and the wall outlet.
Elizabeth: Wait on minute and reconnect everything.
Ross: ok
Elizabeth: Sorry one minute and then reconnect
Ross: power console on now
Ross: at the xbox dashboard now
Ross: hello?
Elizabeth: Yes, I do apologize and see if you can play a game. Thanks for waiting
Ross: ok, i will try now, but sometimes it will be 5mins or so before it faults
Elizabeth: Oh, ok. How is eveything going?
Ross: it has loaded and the game started
Ross: but what happens when it stops again?
Ross: one time we were 20mins into the game and it stopped working
Elizabeth: Ok, great. I am glad the game is working. If it stops again, then I would trying playing without the hard drive attached and see
if that makes a difference. If the game play does not stop, then the hard drive would need to be replaced
Ross: how do you play kinect without a hard drive?
Ross: whenever I tried it said I must plug in a storage device
Ross: I am not going to buy another one, just to test if its faulty
Elizabeth: Well, let's hope that the game plays all the way through. It you have future issues, I suggest just contacting us back for more
troubleshooting.
Ross: ok
Elizabeth: Is there anything else I can help you with today?
Ross: so this is not related to some consoles being incompatible with one of the recent updates?
Elizabeth: No, not at all.
Elizabeth: The recent dashboard update is just software.
Ross: ok, thank you
Elizabeth: You are welcome.
Elizabeth: Here is a reference number is you need to contact us back 1167937014
Elizabeth: Nice chatting with you and have a good night.
Ross: are you still here?
Ross: the console is faulty again now
Elizabeth: Ok, are you saying the game stopped?
Ross: yes and said disc is unreadable
Elizabeth: Ok, thanks. What is the name of this game please? Also, do you have any original Xbox 360 games that you can try as well?
Ross: Dance Central 2 is the game we were testing
Ross: what is an original xbox360 game?
Ross: how old a game do I need to have?
Elizabeth: It can be any game that is not a Kinect game
Elizabeth: Or even a DVD
Ross: ok will try that
Elizabeth: Yes, let me know how that goes please.
Ross: ok, I am putting in a dvd now, and going to start playing it
Elizabeth: Ok, how did it go?
Ross: it is playing ok so far
Ross: but I do not know if I wait for aslong as I did with the game, it might stop working again
Elizabeth: Ok, great. I would suggest checking to see if any of the power lights change and notate them. Also, is any of the Kinect games
new?
Ross: Dance Central 2 - I only bought 30mins before I started talk to you for help
Ross: it was still sealed when I bought it, and no scratches
Ross: the other kinect games were opened, but no scratches
Elizabeth: Ok, I see.
Ross: the console is still playing the DVD - and the top two ring lights are green the bottom two are off
Ross: the power button light is green
Ross: only one controller is powered on - the spare controller is off
Elizabeth: Since you have a hard drive, the next step would be to remove the hard drive. Since you need the hard drive, but you need it to
play.
Elizabeth: Do you have any flashdrives connected to the console?
Elizabeth: Also, you will want to make sure the games all have the PAL region on them.
Ross: all games say PAL
Ross: I only have the hard drive connected and kinect
Ross: I do not have any flash drives connected
Elizabeth: Ok, since they are not being read after some time, the regions check out and the next step would be a repair for the console
Ross: and how much does a repair cost, and how long does it take?
Elizabeth: If you console is under warranty, there is no cost. You get a standard 1 year warranty for the console
Elizabeth: An out-of-warranty online repair request costs $135 plus tax , or $160 plus tax if you call Xbox Support and have someone create
a repair order for you.
Ross: ok
Ross: do you mind if I test with a game now while you are still here?
Ross: my console will be well out of warranty
Ross: I just tried the oldest game I have
Ross: Project Gotham Racing 4
Ross: it downloaded a 2mb update and when loading the track to start racing, it said the disk is "unreadable"
Elizabeth: Ok, I see. Yes, you can try playing this game without the hard drive. If it plays then it could be a issue with the hard drive.
Ross: as above, it does not play
Ross: ok, I will try it without a hard drive too
Elizabeth: Sure, yes you would need to turn the console off.
Ross: ok I turned it off and removed the hard drive
Ross: when I turned it on, it showed the xbox logo with the green cross 'pulsing'
Ross: it did not do anything else
Ross: I had to turn off and on again
Elizabeth: Yes, so now turn it on and try to play the game.
Ross: now it loads the game and then says the disc is unreadable
Elizabeth: Yeah this is indication you will need a repair
Ross: after I buy the kinect and update the software so it supports the kinect, it will nolonger play any games and makes my xbox unusable
Ross: so will the repair be free?
Ross: it is out of the warranty period, but it only stopped working when the xbox update was installed with the kinect
Elizabeth: I understand and do apologize you will have to be away from your console but, a repair is needed.
Ross: but will it be free?
Ross: as it is not my fault
Ross: I do not know if you can look at the internet there, but the following does look like the problem I am having
Ross: http://www.insidegamingdaily.com/2011/05/18/microsoft-replacing-consoles-incompatible-with-new-disc-format/
Elizabeth: Yes, we did do a test on some consoles, but it is completed. Any customers now, having this issue would have to do a repair.
Ross: so it could be the same fault? but you cannot replace it anymore?
Elizabeth: I am not sure, our service team members would have to inspect your unit.
Ross: it is just dissapointing that at christmas time, I have spent $200 on games and kinect, and now all I have is a very very expensive
paperweight, and you are telling me I have to spend more money to get it repaired
Elizabeth: Have you registered your console yet?
Ross: what do you mean registered?
Elizabeth: This way you can view the warranty status.
Elizabeth: You can self register your console by going online and logging in with your Windows Live ID.
If you don't see your registration, your Xbox product might not be associated with your Windows Live ID. Go ahead and register your Xbox
product again, making sure to use the same name and address that you used when you previously registered the product.

Ross: ok, I am doing it now
Elizabeth: Ok, great.
Ross: Your standard warranty expired on November 27, 2009
Elizabeth: Ok, then the repair would be at cost
Elizabeth: To start a repair request, please click the green button
Ross: but it is not my fault, is there any way I can get this reviewed?
Ross: as my fault fits exactly as per that link I sent you, and I do not feel I should have to pay as it is a fault caused by the kinect
software updates
Elizabeth: I do apologize but, I am afraid this is across the board.
Ross: is there someone I can contact in New Zealand?
Elizabeth: I am afraid you would get the same response. We do have phone support for your area.
Ross: but phone support will go to an international contact centre?
Elizabeth: 0508 555 592
Elizabeth: This is phone support for your area.
Elizabeth: We went through all the troubleshooting and since nothing helped to resolve the isssue, we recommend a repair.
Elizabeth: Is there anything else I can help you with today?
Ross: no, thank you
Elizabeth: Ok, here is a reference number for your chat session today 1167937014
Elizabeth: Have a good night.
Elizabeth: Thank you for contacting Xbox Customer Support. To end your chat session please click the X above the chat window:
Chat session has been ended by the agent.



Ok, so I have to spend $135 to repair my console with no idea as to whether or not I will be reimbursed.
My next attempt was see if twitter would provide help, and they suggest I call Xbox support also.

So I called Xbox support, and after speaking to the initial support person they suggested I speak with 'higher support' who then queried
their manager about a free repair.
The result was 'higher support' telling me that they would if they could but their system does not allow it, and the ONLY thing they
can do is suggest I repair my console at my cost.

From a brief look around the internet I have found the following;

http://www.insidegamingdaily.com/2011/05/18/microsoft-replacing-consoles-incompatible-with-new-disc-format/
http://www.joystiq.com/2011/05/18/new-xbox-360-update-incompatible-with-some-models-ms-offering-r/
http://www.wouldyoukindly.com/report-xbox-360s-updated-disc-format-clashes-with-some-older-units-ms-replacing-consoles/
http://kotaku.com/5802935/does-the-xbox-360s-new-disc-format-not-work-with-some-older-consoles

and an email where MS confirm the fault and replace for free
https://twitter.com/#!/xboxsupport/status/70536373467234305


To sum up, I have a console that is just over 3 years old , not used for the last 9months, a $200 purchase with dashboard update that turns my console into a Virtual brick.
The fault is known to MS, yet will do nothing reasonable about it.
I now need to decide if my $200 and existing games need a new console to go with them, or just get sold on Trademe. Either way its money wasted due to something thats not my fault.

Has anyone else in New zealand experienced this fault?
Does anyone recommend I go down the legal road for getting this repaired/replaced?

Comments over in the forums please.

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rscole86's profile

Ross Colebrooke
New Zealand