I have spent a bit of time with XBOX One support and they have determined that the game save on my game has become corrupted and needs to be refreshed.
Gamertag = Videohercules19
Please e-mail me on the address attached to this account when this is completed or if you more information.
Chat with XBOX Support: 18/11/2017 (AEST)
Hi, thanks for visiting Xbox Support! I’m Kervin R.
9:19 am Me
Hi kervin
9:19 am Me
XBOX One with external storage drive
9:19 am Kervin R
Hello! May I know your name so I can address you properly?
9:20 am Me
playing Forza 5
9:20 am Me
Greg Verrall
9:20 am Me
when starting the game, it is not finding the game save and goes back to the beginning of the game
9:20 am Kervin R
Nice to meet you, Greg. Thanks for letting me know about your concern. You don’t have to worry anymore, you have me here online. I will do my very best effort to assist you and help you resolve your issue.
9:21 am Me
ok
9:21 am Kervin R
To make sure that we are working on the right account. May I know your gamer tag please?
9:22 am Me
Videohercules19 9:22 am
Kervin R
Cool gamer tag! Thank you. Please give me 2 to 3 minutes to pull up your gamer tag and review your account, would that be okay?
9:23 am
Me
yes
9:23 am
Kervin R
Thank you so much for patiently waiting. To make sure that I got your concern correct, when you play your game Forza 5 you are not able to return to your saved game and it start from the beginning again?
9:25 am
Me
yes
9:25 am
Me
I am using an external USB HDD
9:26 am
Me
I have tried to launch the game from the icon on the external drive and same thi9ng
9:26 am
Me
tried to login on another console - same thing
9:27 am
Kervin R
Got it. Thank you for the information. May I know if you are using the Xbox one or Xbox one S?
9:27 am
Me
Normal old big chunky XBOX One
9:27 am
Kervin R
Got it, Thank you for letting me know. Are you signed in with Xbox live gold when playing the game?
9:28 am
Me
yes I believe so
9:28 am
Me
I have the box advertising Gold & Game pass
9:29 am
Kervin R
Got it. Thank you for letting me know. So here’s what we are going to do. We will perform basic troubleshooting to resolve the issue, if all else fails I will go ahead and check here the servers if there is on going issue. Sounds cool with you?
9:30 am
Me
yes
9:30 am
Me
isn’t there a local game save?
9:30 am
Kervin R
Great! Are you ready with the troubleshooting ?
9:31 am
Me
sure
9:31 am
Kervin R
Yes there is a local saved game if you saved the game every time playing, also if you are signed in to Gold the game progress is automatically saved in the cloud storage.
9:31 am
Kervin R
So here’s our first step, Remove and re-add your profile. If this issue relates specifically to one profile on your Xbox One console, the profile data may be corrupted. We can correct this issue by removing your profile from the console and then downloading your account again.
9:32 am
Me
when I logged into the other console it synched the data but there was no game progress
9:32 am
Kervin R
Got it. By the way, is it happening just in the game Forza ?
9:33 am
Me
if I have the same issue on another console - it won’t be my local game profile
9:33 am
Me
so far - only game I have tried
9:33 am
Kervin R
That make sense. Can we try to save a game and let’s try if you quit and launch again you will return to the saved progress ?
9:35 am
Me
trying neverwimter
9:36 am
Me
connection to account server failed - I will reboot my xbox
9:37 am
Me
btw - it took a long time for my xbox to load up
9:37 am
Kervin R
Got it. Sure thing. Let me know when you are done. Okay? 
9:37 am
Kervin R
I see, may I know if you are connected to a good internet connection ?
9:37 am
Me
yes - my son is playing Destiny 2 next to me on the same internet connection
9:39 am
Kervin R
Got it. Thanks for the information. Cool game.
9:40 am
Me
same thing with Forza 5
9:41 am
Kervin R
Got it, may I know if you are playing the game online, connected with gold?
9:41 am
Me
yes - I think we had that question before
9:42 am
Kervin R
Got it. Please give me 2-3 minutes to check further here in my end.
9:44 am
Me
ok
9:44 am
Kervin R
By the way, are you using the profile VideoHercules19 when playing the game?
9:45 am
Me
yes
9:47 am
Me
when I go into manage game for Forza I can see 19Mb of data for my account on drive 2
9:48 am
Kervin R
Thank you for letting me know.
9:48 am
Me
actually internal drive drive 1
9:48 am
Kervin R
Is there a way you can save the game in the internal storage of the console?
9:49 am
Me
but the game and DLC is on drive 2
9:49 am
Me
actually internal drive drive 1
9:49 am
Me
I can try to move the game to internal drive
9:49 am
Me
if I have enough space
9:49 am
Me
too bad there is no option to select which save to connect to
9:51 am
Kervin R
Got it. Thanks for letting me know. Can we test your network connection by going to settings > network > test network connection.
9:51 am
Me
Everything is good - your console is connected to the network
9:52 am
Me
NAT type = Open
9:52 am
Me
Wired connection
9:53 am
Kervin R
Good to know that. Thank you.
9:53 am
Kervin R
Are you receiving any error code or error message ?
9:53 am
Me
no
9:53 am
Kervin R
Got it. Is your Xbox taking a long time to sync to the cloud?
9:54 am
Me
everything is good - just not connecting to the save
9:54 am
Me
I don’t believe it is taking a long time to sync
9:54 am
Kervin R
Can we try to select the Play offline option to use the data on your console’s hard drive instead.
9:55 am
Me
ok
9:56 am
Me
same issue
9:57 am
Me
btw - before I went offline - I checked NeverWinter and connected fine
9:58 am
Kervin R
I really appreciate your time and patience
9:58 am
Kervin R
It’s okay, Greg. We still have some troubleshooting steps up our sleeves.
9:58 am
Kervin R
Got it. Thank you for letting me know.
9:59 am
Kervin R
Follow this steps.
10:00 am
Kervin R
Sign in to your Xbox Live profile. > Go to settings, and then select System. > Select Storage. > Select the storage device that contains the saved game that you want to move to the cloud.> Select Games. > Select the game with your saved game. > Select Move. > Select Cloud Saved Games
10:00 am
Kervin R
Let me know if you are done. Okay?
10:03 am
Me
ok, I have gone online. I have a box on the home page that says “Connect to XBOX Live” but when I press the xbox button on the controller the panel has a box at the bottom that says I am connected?
10:05 am
Kervin R
Good to know that.
10:06 am
Kervin R
Have you tried the steps I have provided ?
10:07 am
Me
Once I select the game - how do I select move
10:07 am
Me
also, I would rather copy than move
10:07 am
Me
All I have is the icon to launch the game - not the game save file
10:08 am
Me
If I go into “transfer” I can select the game, and them when I try to copy it doesn’t give me a cloud option
10:10 am
Kervin R
Got it, Thank you for the information. Please give me another 2-3 minutes while I consult this one with my supervisor.
10:11 am
Me
ok
10:13 am
Kervin R
Thank you so much for patiently waiting. Is your achievements for the game appearing ?
10:15 am
Me
yes - I am not signed in to any game atm - but when I go to “achievements” they are still there
10:18 am
Kervin R
Got it. Thank you for letting me know. Here’s what we’re going to do next, let’s try to refresh your operating system and delete all potentially corrupted data that restricts you on using your console normally without deleting your games or apps.
10:20 am
Kervin R
Just a heads-up, doing this will erase the profiles on the console but will not remove any installed games & apps on your console. Would that be fine with you?
10:20 am
Me
not crazy about this one
10:22 am
Me
I would rather you restored my old gave save and allowed me to download it to my console
10:22 am
Me
or find a way to engage the old game save
10:23 am
Kervin R
The in game supports have the access to your old saved games. If you want to retrieve them, I can help you contact them.
10:25 am
Me
I really just want to play the game
10:25 am
Me
I have spent a lot of time already and not really gotten anywhere so far
10:26 am
Kervin R
Yeah, that’s why I’m trying my best and to find all the ways to help you resolve your issue as this issue happened to me before.
10:28 am
Me
did restoring your OS fix the problem?
10:28 am
Kervin R
Yes that is correct, when I reset my console to factory defaults, I signed in my profile which has the game I have issue with the saved game, it syncs the saved games after the restore.
10:29 am
Me
has the old save been over-written with the new clean save on the cloud?
10:30 am
Me
when I tried the other console it synced to the cloud but it was a new clean save
10:30 am
Kervin R
Yeah, that is maybe your profile game save is corrupted that reason why when you sync to other console it is setting a new progress.
10:31 am
Me
so that would be the save on the cloud - so resetting my local OS would not help
10:32 am
Kervin R
We will try to that so your profile will be refreshed.
10:32 am
Kervin R
Deleting and Re- adding your profile will refresh your profile to your console.
10:33 am
Me
and you reckon that will fix it?
10:33 am
Kervin R
Yeah that is the common troubleshooting steps that resolve the issue, but if all else fails our last resort will be retrieving the saved games from the Forza support
10:35 am
Me
ok - lets go
10:35 am
Kervin R
Alright, To do this, let’s scroll left on the Home screen to open the guide and select Settings, then Select All Settings.
10:36 am
Kervin R
On the Settings page, let’s select System, then Select Console info and lastly, select Reset console. On the Reset your console screen, we’ll see three options and we’ll select the Reset and keep my games & apps.
10:36 am
Me
I don’t have “All Settings”
10:38 am
Me
are you sure you are looking at the right console
10:38 am
Me
I think the old OS used to have all settings
10:38 am
Kervin R
Settings > System select Reset console. On the Reset your console screen, we’ll see three options and we’ll select the Reset and keep my games & apps.
10:39 am
Me
done
10:39 am
Kervin R
Great, Let’s wait. Until the system reset is done. By the way, may I know when was the issue started to happen?
10:41 am
Me
5 mins before I contacted you
10:41 am
Kervin R
Got it. Thanks for letting me know.
10:42 am
Kervin R
How is it going, Greg?
10:47 am
Me
ok - refresh is finished
10:49 am
Me
started game and it is synching data
10:49 am
Kervin R
Awesome! Good to know that
10:50 am
Me
we are back to the beginning of the game again - no progress
10:52 am
Me
One good thing happened though, when I deleted my sons profile on my console one of the achievements he was waiting on finally popped
10:53 am
Kervin R
Oh, got it. Seems like the game progress for the game Forza is corrupted. Good to know that it helped resolve the issue with your sons game.
10:54 am
Me
Ok, can we get it restored please?
10:55 am
Kervin R
Let’s go ahead and contact the support. Please visit the page Forza.net: The official website of the Forza franchise
10:57 am
Me
ok
10:57 am
Me
done - signed in
10:58 am
Kervin R
Once you are in the page and signed in. Go to forums
10:59 am
Kervin R
Then enter a Post regarding with your issue, there will be a forum admins that will answer your concern and help you.
11:00 am
Me
there now - Agree?
11:00 am
Kervin R
Are you able to post on the forum ?
11:01 am
Me
there is no option for Forza 5
11:01 am
Me
found Forza 5
11:02 am
Me
how do I post
11:02 am
Kervin R
Got it. Please post your issue on the Active topics
11:02 am
Me
where are the active topics
11:03 am
Kervin R
Here is the link: https://forums.forza.net/turn10_activetopics.aspx
11:03 am
Me
and how do I start a new post?
11:05 am
Kervin R
Once you are signed in you will be seeing an option to post on the forum
11:05 am
Me
I think that link is for topics I have already posted
11:05 am
Me
What do they need to know to enable them to restore the save
11:06 am