Xbox One Controller Disconnects

Scott Thompson
Scott Thompson used Ask the Experts™
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Customer brought in an Xbox One that is having the strangest issue I've ever seen.  She brought me 4 different controllers, 2 new, 2 old.  All of them will pair (eventually) with the Xbox and work.  But they only work on an average of 2-5 minutes before they lose connection and drop.  Then they will reconnect themselves.  

I can get at least 15 feet away and they still work (if currently working).  A straight USB cable connection to the unit works flawlessly with no issues.

I have reset the console in an attempt to fix this issue, including wiping all settings and signing back into the customers account.  The issue still persists.  Suggestions?
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Commented:
Hi Scott,

Could the customer try with a different console?

-  Check wireless controller's batteries are working

- Another wireless device (such as a laptop, microwave oven, cordless phone, or wireless router) is interfering with the wireless controller's connection to the console.

Check this link:
https://support.xbox.com/en-US/xbox-one/accessories/wireless-controller-disconnects#9e269268895244b18daf84f39709ceeb


I have a similar case and it was the console . I have the same issue and it was the console problem. I send the console to repair.

Cheers
Most Valuable Expert 2013

Commented:
Scott ThompsonComputer Technician / Owner

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Commented:
Thank you for your response.

The batteries have tested good and I don't believe there is any interference.  I tend to agree with MASQ that it's the Wifi/BT module.  I will inform the customer.
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Scott ThompsonComputer Technician / Owner

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Commented:
I have received the wifi/BT module and replaced it.

Unfortunately, the controllers are still dropping connection, or taking forever to connect, and then dropping connection.

I see the antenna goes to the front on the xBox where the power button connects.  I do not have any issues that I am aware of on the front panel, but perhaps it's this board?  I doubt the customer will want to put more into it.  Any other suggestions (that don't cost anything? :))
Most Valuable Expert 2013

Commented:
If you take just one of the newer controllers, keep it within a few feet of the console, pair it and then tap it every 60 seconds or so to keep it active, how long before just that one drops?

Does the console show that the controller firmware is current?
Scott ThompsonComputer Technician / Owner

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Commented:
MASQ,

So I played COD: MW Remastered and did the first tutorial.  It stayed connected fine until I had to walk away for a customer.  I came back and could not get the controller to reconnect.  The firmware on the controller is up to date from what the console says.
Most Valuable Expert 2013
Commented:
Then I guess it's console.
This is an old thread but it's a problem that hasn't gone away and older Ones are still showing it.  Advanced Repair from Microsoft (swap out with a refurb) is a bit of a lottery & frankly I think if M$ knew what was causing it they would have a fix but it happens just too infrequently and is just a little too tricky to track down that swapping out machines is a cheaper solution.  Not sure your customer will buy this though.

https://forums.xbox.com/en-US/thread/44DD0EF9-F33A-4D6B-A34D-80B44792DFFD?page=1
3 year old thread that ran for nearly 12 months and over 300 posts with similar stories.
Scott ThompsonComputer Technician / Owner

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Commented:
It is what it is.  I'm going to skim through all the comments on those pages ;)
Scott ThompsonComputer Technician / Owner

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Commented:
I've reached the point of no return and am calling this motherboard.  If I had the approval, I would swap out the motherboard, but that is a no go.  Thank you for your help!

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