Almost two months ago, we reported on an issue numerous Xbox Series owners were reporting on social media that was preventing them from playing Xbox 360 backward-compatible games on their Xbox Series consoles. Shortly after our report, Xbox claimed the issue was fixed. But in the weeks and months since, users are complaining that it is not, in fact, fixed, and Xbox isn’t taking their continued complaints seriously.
The issue, as previously reported, is that players with Xbox Series consoles are getting an error message that reads “Can’t connect to Xbox Live. Select Test Connection to troubleshoot your connection” when they try to launch certain Xbox 360 games, rendering them unplayable. These players report that their internet connections are fine and they’re still able to play other games that require connectivity. But the error messages have persisted for weeks and months nonetheless, leaving them without access to significant chunks of their game libraries.
At the end of April, Xbox head of next-gen Jason Ronald announced on Twitter/X that the problem should be fixed. And indeed, a number of players who had previously reported issues happily declared their games were playable again, seemingly closing the matter. But in the weeks and months since, a number of players have come back out saying the same error, or a similar one, is still happening for them. It’s unclear what differentiates those whose errors have been cleared up from those who are still seeing them:
I’m still not able to download my profile pic.twitter.com/zaNWqIArnR
— Juste Enrique (@EnriqueAirplane) May 1, 2026
@jronald I’m still having the issue. It’s stuck on “Getting your Xbox 360 info”
— ONCE 🍭 (@alanpiu2) May 8, 2026
Still not working. Please fix. I messaged support 3 months ago and no fix has been implemented.
— John (@Mercury5199) June 3, 2026
A number of individuals have reported speaking with Xbox customer support about the issue, and being told that the issue was known but that there was no information available on when or even if a fix would be in place. For some, this issue has been going on as far back as late last year, leaving them completely unable to access a number of games they paid for and own for months on end with seemingly no solution forthcoming.
Kotaku has reached out to Xbox for comment.