My Xbox controller's software is broken

Question

Hello. I recently updated my Xbox controller and the update has broken my controller so I purchased a brand new one and the same issue has affected the new controller

-the problem is that the controller constantly scrolls up and when it doesnt scroll it doesn't center even in the recalibration tool as if there was stick drift however that isn't it as its affected 2 different controllers exactly the same way i have tried resetting the controllers, factory resetting my Xbox, connecting them to another Xbox, connecting them to my pc (has the same problem as Xbox) iv tried rolling back the update but it says "this controller cant be rolled back" or something along those lines

some help would be appreciated

Answer 1

Hi jake davies

Since you've already tested the controllers on multiple Xbox consoles and a PC and both exhibit the same behavior, that tends to point away from the Xbox console itself and away from a Windows driver issue. One thing that would help narrow this down is confirming the exact controller model and firmware version shown in the Xbox Accessories app.

If the issue began immediately after a firmware update and affects multiple controllers running the same firmware, please report it through the Xbox Accessories app or Xbox Support, as that may indicate a firmware-related issue rather than a hardware fault. Also, does the constant upward input appear in the Accessories app's thumb stick test screen, and if so, which stick (left or right) is showing the movement?

Answer 2

Since the same behavior happens on two controllers, on Xbox and on PC, and after the controller update, the most supported next steps are to rule out firmware/driver state on Windows and then request service if the issue remains.

1. Update the controller firmware again through Xbox Accessories.
   • Open Microsoft Store and install Xbox Accessories.
   • Connect the controller.
   • If prompted, apply the firmware update.
2. On the PC, force Windows to use the default Microsoft controller driver.
   • Open Device Manager.
   • Find the controller under Xbox Peripherals.
   • Right-click it and select Update driver.
   • Select Browse my computer for drivers.
   • Select Let me pick from a list.
   • Choose Microsoft Xbox Controller instead of HID-compliant game controller.
   • Restart the PC.
3. Check Windows for driver updates.
   • In the taskbar search box, type check for updates.
   • Open Check for updates.
   • Under Windows Update, select Check for updates.
   • Install any available updates, then test again.
4. If needed, manually update the device driver.
   • In the taskbar search box, type device manager.
   • Open Device Manager.
   • Find the controller device.
   • Double-click it, open the Driver tab, select Update Driver, and follow the prompts.
5. If the issue still occurs after firmware and driver refresh on PC, start a service order for the controller.
   • Go to account.microsoft.com/devices and sign in.
   • Select the device.
   • Select Start order.

If the controller is an accessory model not listed for direct service, start the order from a registered Xbox, then choose:

• Category: Accessory
• Issue type: Accessory

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