Microsoft’s Xbox Support says it’s actively investigating why some Xbox Series X players can’t launch select backward-compatible Xbox 360 games, and the same problem appears to hit some Xbox Series S users too. Xbox Support posted its statement on April 22, 2026, after months of complaints from players who kept running into the same wall. For anyone trying to revisit old purchases on newer hardware, this is a real nuisance, because the issue stops games from booting at all rather than causing a minor glitch.
The most common error message reads, “Can’t connect to Xbox Live. Select Test Connection to troubleshoot your connection,” even though affected players say their connections are fine. Some users also report that only certain Xbox 360 games fail while others still work, which makes the problem harder to pin down and even more maddening to live with. Microsoft hasn’t given a fix timeline, so players who expected backward compatibility to be a clean safety net are left waiting for support to catch up.
About Xbox Support’s Investigation
Xbox Support’s statement centers on backward-compatible Xbox 360 games on Xbox Series X and Xbox Series S. The company says it is actively investigating the launch problem, and the wording matters because it points to a live issue rather than a one-off account error. That’s good news in one sense: Microsoft has acknowledged the problem publicly. It’s also frustrating, because acknowledgement doesn’t help the player staring at an error screen.
Players have been reporting the issue for at least a couple of months, and some replies suggest the trouble may go back as far as last November. A Reddit thread from 11 days ago brought a wave of frustrated users together, with several people posting similar experiences and support responses.
Can't download profile/sign in to Xbox Live on back compat Xbox 360 games Series X by u/KKEGAMING1 in XboxSupport