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Disc read or disc drive issues

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So you're having some issues getting your console's disc drive and we're here to help fix that right up. Please try all the suggestions below and, if none of them help you out, make a new post in this forum with the requested information. Thanks!

Contents
My console won't read discs.
My console's disc drive is stuck open.
My console's disc drive is stuck shut.
My console is still having issues.

My console won't read discs.
If your console is only having trouble with a certain disc, try these suggestions to see if they can help your issue. If you'd prefer a more interactive guide, be sure to check the official Disc Drive Solution on support.xbox.com.

Check the disc region.

First, check that the disc you’re using is from the same region as your console. The region will be listed on the right side of the disc, near the center, or on the upper right-hand corner of the game case’s face (NTSC is for all of North and South America; NTSC-J is for Asia; and PAL includes Europe, South Africa, India, Australia, and New Zealand).

Check the disc format.
If you are trying to play a CD in your console, make sure that it is the proper format. Supported formats include CD-DA, CD-ROM, CD-ROM XA, CD-R, CD-RW, and CD-Extra. Supported file types include WMA, MP3, and JPEG.  

Cleaning the disc.

The second thing you’ll want to try is cleaning the reflective surface on the disc with a soft , slightly damp cloth (water only!), lightly wiping from the inside out.

Try a different disc.
You can quickly test your disc drive by trying other discs of the same type. If these work, try replacing your copy of the disc you are having trouble with and try again. If all discs do not work, try the following suggestions. 

Clear your cache.
Your cache stores items such as game and system updates and gamer pictures. Don’t worry, you won’t lose your saves or profile by clearing the cache. 

To clear your cache, navigate to the Settings Hub on the dashboard, then select the System tile in the upper left. In the next screen, select Memory, highlight the HDD, and press the (Y) button. Select Clear System Cache, then Yes.

Remove your Hard Drive.
If the game starts with the hard drive removed, then power off the console, reattach the drive, and try the game again. If it doesn’t work only with the hard drive attached, then your hard drive will need to be replaced. 

Removing any other memory units or USB flash drives.
If removing one of these resolves the issue, then power down the console and try again with the drive reattached. If the game doesn’t work only with the device in question attached, it will have to be replaced (or reformatted if it’s a USB).

None of these steps helped. 
If you are still having issues with discs not working properly, check your warranty status and set up a repair using our Online Service Center.

My console's disc drive is stuck open.
If your disc drive is stuck open on your Xbox 360 console, try the following steps. The steps vary depending on which model console you own, so be sure to read carefully! Also, if you'd like a more interactive guide, be sure to check this official troubleshooter.

Xbox 360 S Console

Remove the disc from the console tray
With the disc removed, press the eject button. If the tray closes, make sure the disc doesn’t have any stickers or tabs that may be preventing the tray from closing. If the tray still won’t close, move on to the next step.

Gently manipulate the tray
If the tray does not close, try gently wiggling the open drive up, down, and from side to side. Try the eject button on the console again. If the drive still won’t close, you’ll want to check your warranty status and set up a repair using our Online Service Center.

Original Xbox 360 Console


Remove the disc from the console tray
With the disc removed, press the eject button. If the tray closes, make sure the disc doesn’t have any stickers or tabs that may be preventing the tray from closing. If the tray still won’t close, move on to the next step.

Check your faceplate 
Check that the faceplate (the plastic ‘face’ of the console) is fully attached by pressing firmly on it. If it isn’t firmly attached, you should hear it click into place, at which point you can try the drive again to see if it closes. If the faceplate is firmly in place and the drive still won’t close, please try the next step. 

Gently manipulate the tray
If the tray does not close, try gently wiggling the open drive up, down, and from side to side. Try the eject button on the console again. If the drive still won’t close, you’ll want to check your warranty status and set up a repair using our Online Service Center.

My console's disc drive is stuck shut.
If your disc drive is stuck closed, try the following steps. The steps vary depending on which model console you own, so be sure to read carefully! Again, please refer to the official troubleshooter if you would prefer an interactive approach.

Xbox 360 S Console

Manually eject the drive
I recommend using the guide here, as it’s an involved process and the images are helpful. Once the drive is open, remove the disc from the drive (if one is present), and try opening and closing the drive without the disc.

If you continue to experience issues with the tray opening, you’ll want to check your warranty and set up a repair using our Online Service Center.

Original Xbox 360 Console

Check your faceplate
Check that the faceplate (the plastic front of the console) isn’t preventing the drive from opening. You can do so by placing your console horizontally, unplugging all of its cables, and pushing the faceplate away from your console (be sure to have a strong hold on the console—removing the faceplate will take some force).

Re-attach the power cable, turn the console, and test the tray (the faceplate should still be removed). If the drive opens, check that the disc doesn’t have any stickers or labels that might be interfering with the drive’s operation. Close the tray, and re-attach the faceplate by lining up the tabs on its interior with the corresponding tabs on the console. Press firmly until you hear it click back into place.

Manually eject the drive
I recommend using the guide here, as it’s an involved process and the images are helpful. Once the drive is open, remove the disc from the drive (if one is present), and try opening and closing the drive.

If you continue to experience issues with the tray opening, you’ll want to check your warranty and set up a repair using our Online Service Center.

My console is still having issues.
If this guide didn’t resolve your issue, or if you have questions about any of the steps listed, feel free to make a post in this forum! Please include all steps that you have taken to resolve the issue as well as the following information:

What is the exact issue you are having?
If you are having disc read issues:

What kind of discs (game, DVD, CD)?
Does this happen with all discs or just certain ones?
Have you tried replacing the disc?

If you are having disc drive issues:

What model console are you having issues with (Original or S)?
Is the tray stuck open or shut?
Does this happen consistently or randomly? 

Emily - Program Manager @ Xbox, Xbox One Preview Program

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    Emily - Program Manager @ Xbox, Xbox One Preview Program

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