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Bella: Hello, thank you for contacting Xbox Customer Support. My name is Bella. Please give me a moment to review your question.
Bella: Hi there, Flaviu! How are you doing today?
you: hello
you: trying to get online with my xbox
you: and failing
you:
you: tried yesterday also without success
Bella: You want to know how you can fix this error code: 80151011, right?
you: right
you: im in front of my xbox at login right now
you: i can login from my pc to xbox live
you: but not my console
Bella: Awesome!
Bella: I know that you are interested to know how you can fix it and I appreciate that you're bringing this up to us. I'd be so much happy to help you.
Bella: I just handled similar concern earlier and experienced this on my account as well. This is resolvable.
you: hope so
Bella: It's a good thing that you have done some of the necessary troubleshooting steps on your end.
Bella: It's a good thing you got me on the line. I'm one of the select few tenured agents who have been with the program for more than 4 years. I'd be more than happy to assist you for this matter.
Bella: We can try other troubleshooting steps here I have to have this resolved. I can assure to you that you got my full support. How does it sound to you?
you: ok, please help me
Bella: Sure thing!
Bella: I hope you won't mind me asking too many questions and giving you necessary troubleshooting as I really want to have this resolve with the right resolution.
you: no problem go
Bella: I appreciate that.
Bella: Have you tried updating your account info like your account security proofs by changing the password, security questions, update phone number and alternate email, setting up Two Way Verification and App Password?
you: i did the following: change pass security question, set up 2 way verification and app password
you: did not set another alternate mail or phone nnumber
Bella: Oh, excellent!
you: should I do that now?
Bella: You can.
you: ok I will do it right now
Bella: Let me know once you're done for us to know what else we can do.
Bella: Did you take note of the passwords you created especially the new password and the App Password?
you: after i do that should I try to connect again?
Bella: Change also the Password of your account.
you: i also changed yestrereday password for account
Bella: Great!
Bella: Just make sure to sign out and relogin on the same page wherein you change your account info to refresh everything on the system, please.
you: ok
Bella: Alright.
Bella: Just also try suing your new password in logging in to xbox.com, please.
you: i changed phone number, alternate address, logout, relogin, tried on xbox an still error 80151011
Bella: Let's try some troubleshooting steps on the console first.
you: ok
Bella: Is your profile still visible on the console?
you: yes, my profile is on my console
you: if that is waht you ask
Bella: Alright.
Bella: Let's remove that first from it with the steps that I will be providing you for you not lose anything from it.
you: ok on an usb stick its ok?
Bella: 1.Go to Settings, and then select System.
Bella: 2.Select Storage.
Bella: 3.Select All Devices.
Bella: 4.Select Gamer Profiles.
Bella: 5.Select the gamertag that you want to delete.
Bella: 6.Select Delete.
Bella: 7.Select Delete Profile Only.
Bella: Just follow the steps, please.
you: ok
you: ive deleted it
Bella: Awesome!
Bella: Let's make sure that everything is cleared on the system. Let's clear cache three times. Would you like me to provide you the steps?
Bella: These steps I am giving you are very important to eradicate the error code you are getting on your end.
you: ii need to clear chache 3 times consecutivley?
you: cleared system chache 3 times
you: what now
you: ?
Bella: Yes, please.
you: i did it
you: 3 times
Bella: Fantastic! Turn off your console for a minute and turn it back on.
Bella: I will provide you the steps on how to re-download your profile.
you: ok
you: ok its on right now
you: should I download the profile?
Bella: Great!
Bella: Let me give you the steps.
you: ok
Bella: 1.Press the Xbox Guide button on your controller (large X button in the center of your controller).
Bella: 2.Select Download Profile. (Not seeing Download Profile? Press X to sign out of your profile.)
Bella: 3.Enter the Microsoft account associated with your Xbox LIVE gamertag.
Bella: 4.Now, enter your Microsoft account password.
Bella: 5.Select the storage device for your profile (for example, Hard Drive).
you: should I enter my account password OR my app password?
Bella: Just the account password.
Bella: The App Password will serve as your back up. You can use it to all your Microsoft accounts as your secondary password. So, if your Xbox profile's password is not working, you can use it. It's really an advantage.
you: my account password doesn't work
you: should i try my xbox app password?
Bella: Yes, please.
you: i entered my app password and sais downloading right now
Bella: Awesome!
Bella: Amazing!
Bella: You should be back on track.
you: ok, ive dowloaded it
Bella: Excellent!
you: ok, i'm in
you: it works
you: thank you very much
Bella: You are always welcome here.
you: can you tell me why is this happening with no apparent reson at all? my login problem
Bella: It's my pleasure and Microsoft's pleasure providing you excellent services you deserve.
Bella: The reason is
you: and how to prevent from happening again?
Bella: Microsoft is now on the process in having all accounts here more protected and we are on the process also in getting rid of possible hackers out there.
Bella: This should not happen no more on your account since you updated everything on your end for your protection.
Bella: You did the right things.
you: perfect, thank you
Originally Posted by Scofield91
By BogdanN1 in forum Apple
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