Troubleshooting xBox One or Game Consoles and Your Box

Please note: The Family Zone Box is only available in Australia and New Zealand

Where do I find the Family Zone Box in the xBox One settings?

Parents can find their Family Zone Box by going through the xBox One's network settings menu.

Have your Android or Apple iOS device (left) and the xBox controller (right) ready.

From the xBox One:

  1. From an xBox One controller, press the controller button with the xBox logo
    At the xBox Home screen, use the controller to select Settings
  2. Select General
  3. Select Network settings
  4. Select your Filtered WiFi
  5. Enter the Family WiFi network password
    Use the left stick and A key to select letters and numbers
    Use the X key to delete a character
    Press the small, round button in the center-right to submit the password
  6. Select CONTINUE
    You will see a confirmation message
    Your xBox will appear as a Guest Device with limited access until you assign it to a Family Member
  7. Complete the steps in
    Add a Game Console to Your Box in the iOS App
    Add a Game Console to Your Box in the Android App

For cyber safety, Family Zone Box offers Moderate network access and does not provide the Universal Plug N Play (uPNP) used for multiplayer gaming and chats. These cyber safety settings cannot be changed.

My xBox One cannot download updates

The cyber safety settings used to keep your Child safe while playing games may prevent your xBox from opening up unfiltered connections to some update servers. 

Family Zone takes a safe approach and restricts connections to internet addresses that do not have a history. Game developers use temporary servers when there is a lot of internet traffic. These temporary internet addresses will disappear after the need for data is finished. The game developers servers are not online long enough for the content on these systems to be rated for safety.

My issue still isn’t resolved, what do I do next?

We are here to help. Sign in to your Connect App as a Parent. Go to Settings > Support center

If you don't have the Connect App

Have details available to help us troubleshoot your problem:

  • Account email
  • Child’s name
  • Devices impacted
  • Time of the issue
  • Description of the issue