How to Solve ‘This Profile Can’t connect to Xbox Live on this Console’ Error?

The ‘Sorry, this profile can’t connect to Xbox live on this console’ error appears when the user is trying to play an Xbox360 backward-compatible game on an Xbox One console. For all users, the Xbox Live membership is working normally as they can play Xbox Gold Card games and use online features with no issues. This problem seems to be restricted to backward-compatible games that are being launched on Xbox One console (they play just fine on Xbox360).

Sorry, this profile can’t connect to Xbox live on this console on Xbox One

What’s causing the ‘This Profile Can’t connect to Xbox Live on this Console’ Error?

Here’s a list of things that might ultimately cause the ‘This Profile Can’t connect to Xbox Live on this Console’ error:

  • Xbox Live Core Service issue – As it turns out, the inability to play backward-compatible games can also be caused by a server issue that is beyond the end-user control. Scheduled maintenances and DDoS attacks on the Xbox servers in your area might make it impossible for your console to validate ownership. In this case, the only viable fix is to wait for the issue to be fixed by Microsoft’s engineers.
  • Glitched Temp data – Another potential cause that might be responsible for this issue is some kind of corrupted data that is currently being stored in the temp folder of your Xbox One Console. if this scenario is applicable, you should be able to fix the problem by performing a power-cycling procedure to remove temp data and drain the power capacitors of your console.
  • Corrupted Local 360 Storage folder – If you previously had an unexpected console interruption when playing a backward-compatible game, some files located in the Local360 folder may have become corrupted. In this case, you should be able to fix the issue by deleting the folder using the classic Xbox 360 interface.
  • Xbox profile is stuck in a limbo state – Another cause that will cause this behavior is an Xbox profile that is stuck in the middle of the signing process. Since the backward-compatibility feature needs to validate ownership, it will not be able to do so unless you sign out & in your Xbox One profile.
  • OS corruption – In some rare circumstances, you might encounter this issue due to some corrupted firmware or software components that cannot be repaired conventionally. In this case, you should be able to resolve the issue by resetting every system component via a soft reset procedure.

Method 1: Checking the status of Xbox Live Servers

Before we advance further to other repair strategies, it’s important to start this troubleshooting guide by making sure that the issue is not beyond your control. Keep in mind that it’s also possible that a temporary problem with the Xbox Live servers is responsible for your console’s inability to play backward compatible games.

Whenever this problem occurs, it is typically due to two main causes – There’s either a scheduled maintenance period or there’s some kind of unexpected outage issue (a DDoS attack or an unexpected problem with the servers in your area).

If the core services are down, your game ownership will not be validated, so you will not be able to play the backward-compatible game. In case you think this scenario might be applicable, visit this link (here) and verify if any core services are currently not operational or are functioning with limited capabilities.

Verifying the status of the Xbox live services

If this investigation ends up revealing a server issue that is beyond your control, there isn’t much else you can do other than wait for Microsoft’s engineers to fix the problem. Be sure to check the Xbox Status page regularly until you see that the problem has been resolved.

However, if the investigation didn’t point towards any server issues, move directly to the next method below for a different set of instructions that will resolve the issue if it’s occurring locally.

Method 2: Performing a Power-cycle

If you’ve previously confirmed that the problem is only occurring locally and it isn’t caused by a server issue, temporary files are likely being responsible for the apparition of the Sorry, this profile can’t connect to Xbox live on this console’ error.

The most efficient way of resolving the error message, in this case, is to perform a power cycle. A power-cycling procedure will clean the vast majority of temporary files that might cause this error code without affecting any of your games, applications and user preferences.

Several affected users have confirmed that they managed to resolve the issue entirely after following the instructions below. Here’s a quick guide on performing a power-cycling procedure on your Xbox One console:

  1. Start the operation by ensuring that your console is fully powered on and is not currently in hibernation.
  2. Then, press the Xbox button on the front of your console and keep it pressed for about 10 seconds (or until the front LED stops flashing). After you see this occurring, release the button and wait until the power is cut off completely.
    Perform a hard reset on Xbox One
  3. Once your console is no longer showing any activity signs, wait for a full minute or so. To ensure that the process is succesfull, you can also try to disconnect the cable from the power outlet.
  4. Turn your console back on again by pressing the console Xbox button once again. But this time, make it a short press only. During the next startup sequence, keep an eye out for the Xbox animation sequence. If you see it, it’s confirmation that the power-cycling procedure was successful.
    Xbox One starting animation
  5. Once the startup sequence is complete, attempt to play the backward-compatible game once again and see if the issue is resolved.

If you’re still encountering the ‘Sorry, this profile can’t connect to Xbox live on this console’ error while trying to launch the game, move down to the next method below.

Method 3: Deleting the local Xbox 360 storage (on Xbox One)

As it turns out, the ‘Sorry, this profile can’t connect to Xbox live on this console’ error can also occur due to some kind of file corruption inside your Local360 Storage folder. This is normally hidden from view and can be easily accessed after you try to launch the backward-compatible game.

Several affected users have confirmed that they managed to fix the issue by accessing the Storage Management section of the classic Xbox 360 interface and deleting the Xbox360 profile. After doing this, restarting the console and configuring it once again, they were able to play the backward-compatible game with no issues.

Here’s a quick guide on deleting the local Xbox 360 storage on your Xbox One console:

  1. Launch the backward-compatible game from your Xbox One console. When you see the error message, press the Xbox button on your controller to bring out the classic Xbox 360 interface.
  2. Once you’re inside the Xbox Guide menu, navigate to Manage Storage and press A to access it. Choose Yes at the Manage Storage confirmation prompt.
    Accessing the Manage Storage menu of the classic Xbox360 interface.
  3. Once you’re inside the Storage Management window, select the Profiles folder and hit the A button to access it.
    Accessing the Profiles folder
  4. From the next menu, select your local profile and press the Y button to schedule it for deletion. Next, select Yes at the confirmation prompt to confirm the operation, then wait for it to complete.
  5. Once the local Xbox 360 space has been cleared, attempt to play the backward-compatible game again and see if the issue is now resolved.

If you’re still encountering the same ‘Sorry, this profile can’t connect to Xbox live on this console’ error, move down to the next method below.

Method 4: Re-initiating the Xbox One Profile

If you’ve come this far without a viable fix, likely, the issue is occurring due to some kind of inconsistency with the profile that you’re currently signed in with.

Several users that were also struggling to resolve the ‘Sorry, this profile can’t connect to Xbox live on this console’ error has confirmed that they were finally able to play backward-compatible games after they removed & re-added their Xbox account.

Here’s a quick guide on how to do this on your Xbox One console:

  1. On your Xbox One controller, press the Xbox button one then select the Settings icon via the newly appeared guide menu. Then, move over to the right-hand or left-hand (depending on your user preferences) and choose All Settings.
    Opening All settings - Xbox
    Opening All settings – Xbox
  2. Once you’re inside the Settings menu, go to the account tab. Once you get there, move over to the right-hand side and choose to Remove accounts.
    Accessing the Remove Accounts menu
  3. Select the account that you want to remove, then confirm the removal process.
  4. Once the process is complete, restart your computer and see if the issue is resolved at the next system startup after you sign in again.
    Signing in with your Xbox account account
  5. Launch the backward-compatible game once again and see if the same issue is still occurring.

If you’re still encountering the same ‘Sorry, this profile can’t connect to Xbox live on this console’ error, move down to the final method below.

Method 5: Performing a soft reset

If you followed every method above and you’re still encountering the same ‘Sorry, this profile can’t connect to Xbox live on this console’ error, you’re likely facing an issue with some system file that will not go away this easily.

In this case, your only hope of resolving the issue is to reset every firmware & software component that might be triggering this problem. For the sake of keeping your data, the best approach would be to go for a soft reset.

A soft reset will allow you to refresh every operating system component while allowing you to keep all your games and data. Here’s a quick guide doing a factory reset on Xbox One:

  1. On your Xbox One console, press the Xbox button (on your controller) once to open up the guide menu. After you manage to get there, go to System > Settings > System > Console Info. Once you get to the Console Info menu, select Reset console from the newly appeared menu.
    Performing a soft factory reset
  2. Once you manage to get inside the Reset console menu, choose Reset and keep my games & apps from the newly appeared menu.
    Soft Resetting Xbox One
  3. Wait until the process is completed since your console will restart automatically at the end of it. Once your console boots back on, attempt to play the backward-compatible game once again and see if the issue is resolved now.

Kevin Arrows


Kevin is a dynamic and self-motivated information technology professional, with a Thorough knowledge of all facets pertaining to network infrastructure design, implementation and administration. Superior record of delivering simultaneous large-scale mission critical projects on time and under budget.

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How to Solve ‘This Profile Can’t connect to Xbox Live on this Console’ Error?

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