[RESOLVED] Game starting from scratch - Updates and request for information.

[ZeroD4RK_303892]

Hello,

We are aware and investigating the recent issue of users games starting from scratch on both Forza Horizon 3 and Forza Motorsport 7. If you have had this issue, please email forzafb@microsoft.com with the following information.

Make sure you include what game you are playing as this is happening on multiple titles.

Also include your gamertag if you’re going to email.

What platform are you playing on? (Xbox One, Xbox One S, Xbox One X or PC)
What were you doing the last time you played? (Races, driving around, designs, tunes, etc…)
Have you attempted to import anything from previous titles before?
Were you presented with a “Sync” notification?
If so, did it complete?
What time/date did this happen?
If on Xbox, what is your console ID? You can find this by going to Settings>System>Console Info
What OS version are you on?

Xbox:
Press the Xbox button to open the guide.
Select System > Settings
Select System > Console info
Your OS Version is on the second and third row. (Be sure to include both lines)

PC:
Press the Start button
Type WINVER and press enter

Note* If you have this issue on Xbox, please report the problem from the insider hub as well.
Please follow the instructions on this link if you are apart of the Xbox Insider Program.
Xbox Support

Thank you,

[ZeroD4RK_303892]

Update:

We are looking at emails and forum posts today. They will be answered in the order they were received.

Thanks for being patient guys!

[ZeroD4RK_303892]

Nothing new to update this morning.

The teams are still investigating.

Please remember to use the layout above when reporting an issue and email it to forzafb@microsoft.com. Soy is answering the emails in the order they were received.

Thank you,

[SOY]

Hello all,

We are still working to get this resolved for all affected users. Thank you for your patience while we continue to work on getting this fixed.

Thanks.

[SOY]

@Mechberg

Over the past few weeks we have been investigating an issue where a small number of players’ game saves were deleted and unrecoverable if their save was corrupted or if they ran into a connected storage error. As part of our investigation, we have been closely working with the Xbox team to address the issue. In addition to recently introduced platform changes, today’s FM7 update includes a pop-up error notice that will prevent players from mistakenly deleting their game save should they enter this state.

While we believe the Xbox update will prevent players from entering this state going forward, players who receive this pop-up error in the game will be prevented from continuing in the game and will be asked to contact Forza support for further assistance. This will prevent the player from unwittingly deleting their save (though players will have the option to manually delete the save if they wish).

We regret the trouble this issue has caused for players.

[SOY]

While we are unable to restore career progress and the content that was on affected player’s accounts, we will be gifting affected players who reported this issue to forzafb@microsoft.com in game credits, cars and Driver Gear. If you haven’t already, you will need to start a new game save and collect these items from the gifts section in the message center.

If you experienced this issue and never reported it via email, please send an email to forzafb@microsoft.com with your gamertag so we can review your account.

Thanks