Welcome to the Troubleshooting Hub
The Troubleshooting Hub section of the Forza Forums serves as an issue tracker where users can post and upvote new bugs for developer awareness, and where the Forza team can communicate progress on each issue reported.
Troubleshooting on the Forums vs Forza Support
The Troubleshooting Hub is the central location intended for reporting most bugs. Due to privacy issues and specific user circumstances, the following issues should not be posted in the Troubleshooting Hub. See Forza Support for articles with Submit a Ticket links for these issues:
- Enforcement cases - see your Ban History or Appeal a Ban here
- Exploits and How to Report Player violations here
- Game Crashing - see conflicts and steps here
- Invalid Profile error messages, Lost Save, rewards, and Auction transactions here
- PC/console Installation issues here
- DLC/game ownership - see links to Xbox Support and Windows Support here and Steam Support here
- Online connection/access issues here
- DXDIAG or other data info that may include personal information about your device, IP address, email etc - here
The Troubleshooting Process
Troubleshooting and debugging is a multistage process. The Forza team benefits when we have repro details from players:
- Players experience the game not working as intended, and may be able to assist each other with workarounds or existing information (see Troubleshooting Steps below).
- Players report the issue details via the Forums or may be directed to submit at ticket at Forza Support.
- The Forza team looks at the issue you are reporting, tries to reproduce it, debugs it, and then reports it to the appropriate developers for further investigation and work on a solution.
- Reported issues are marked as “Need-Info” and/or “Bug-Logged” within Troubleshooting Hub topics.
- Once a solution is complete, bug fixes are released typically along with our monthly content update, or as hotfixes between updates.
- Some issues may be categorized as Won’t or Fix due to game design; in these cases we will try to offer an explanation or workaround.
Due to ticket volume, complexity of the issue, potential impact on other areas of the game, priorities, and resources, the time it takes to identify, diagnose, and address issues is different for each case. Some newly identified issues may be fixed before previously identified issues.
Troubleshooting steps to take before posting
Approaching troubleshooting with patience and clear information is the best route to a successful resolution so you can get back to enjoying the game.
1) Look for current information
- Check Xbox Live Status or Steam for issues affecting gaming for all players.
- Read the existing forums topics and Known Issues lists and articles at Forza Support where you may find specific steps to clear or work around an issue.
- Ask the other players how game features work for rulesets that may cause certain behavior.
2) Don’t cancel a save sync
- Even if it seems a “Synching” message is taking a long time to complete, let it run. Interrupting game save progress can cause more problems.
3) Update to current versions
- Staying up to date on the game version and device drivers is vital to the game running smoothly. In some cases we may advise rolling back a device driver to an earlier stable version until a new driver can be released.
4) Restart your device
- Before reporting any issue, you should first restart your gaming device to see if that clears the issue.
5) Report your issue
- Help us help you: the more reports we have, with detailed information about the issue, the better we’ll be able to diagnose it. Without community information, it may appear to the team that no issues exist.
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Navigating the Troubleshooting Hub
Subcategories and topics
The Troubleshooting Hub organizes topics in subcategories:
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Known Issues - these topics are created by Forums Staff when an issue has been identified by the Forza Support Team.
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Report New Issues - these topics are created by users where the issue has not yet been added to Forza Support’s Known Issues lists.
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Closed Issues - topics will be moved here when the issue has been fixed or considered Won’t Fix or By Design.
Clicking the master Troubleshooting Hub category will show all Known and New topics; clicking one of the subcategories will show just those topics. Topics can be sorted by Latest activity, Top posts by time period, Replies, Views, and Votes.
Voting
Upvoting topics is an important tool to help the team gauge the number of users impacted. If you are experiencing an issue, look for an existing topic, click the topic and then click VOTE in the upper left of the screen. You can click VOTE again to remove your vote from the count. Your voted topics can be seen in your forums profile under Activity.
Tagging
Using the Tags dropdown in the upper left of the screen will filter topics to help you find existing info on the bug you’re reporting.
Status Tags added by Staff
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Need-Info - The Forza team needs more user information to debug the issue
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Bug-Logged - The Support Team has entered the identified bug in the system, may need more info from players in some cases before a fix can be applied
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Fixed - A fix has been released and announced in Release Notes.
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Will-Not-Fix - The Support Team has determined that this issue won’t be fixed or addressed due to game design. These topics may include a workaround.
Category Tags
When creating a topic we suggest that you add a category Tag; staff may apply the appropriate tag to your topic later. You can see how the Forza team categorizes bugs in the FH5 Known Issues List at Forza Support here.
Use the following tags for Troubleshooting Hub / Report New Issues topics
- Accessibility - in game Accessibility settings and peripheral issues
- Accolades - Accolades not unlocking, Hot Wheels missions
- Achievements - Achievements not unlocking
- Auction House - interface issues. Stuck auctions and lost cars/credits issues should be reported by ticket to Forza Support along with inappropriate player content reports (we do not guarantee player-to-player deals).
- Audio - audio bug issues only; use the Suggestions Hub for car audio accuracy
- Barn Finds - Barn Finds not triggering or completing, interface issues
- Cars - bugged painting, tuning, audio, or modeling; Request cars and parts in the Suggestions Hub
- Controller - button mapping and layout not working; visit the manufacturer for device support
- Environment - floading objects, navigational routing, spawning
- EventLab - prop modeling and placement, race loading, rules of play issues
- Festival Playlist - challenges not unlocking, loading; use FH5 Discussion for feedback about difficulty
- Gameplay - anything not covered in another category
- Horizon Stories - story missions and expeditions not unlocking
- Horizon Arcade / Open - completion or challenge tracking
- Localization - translation errors
- Performance & Graphics - character customization, loading/lag/freezing; Please also submit a ticket on these issues
- User Interface - menus, missing UI features or nav buttons, non-localization text issues
- Wheels - wheel input mapping
Issue Description
When you create or reply to a bug topic please provide the following details for each issue type:
Accessibility
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- What settings are you using?
- PC/device specs and/or peripheral set up if relevant:
Accolades
- Name of Accolade
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Achievements
- Name of Achievement
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Auction House
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Audio
- Brief description of the issue (Short sentence)
- Provide video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Barn Finds
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Cars
- Car Model (Full name from in game, no nicknames or abbreviations please)
- Brief description of the issue:
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Controller
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- What console or device are you on? (PC, Steam, Xbox One, Xbox Series, etc)
- What controller model are you using? (Xbox Controller, Xbox Elite Controller, non-Microsoft brand)
- Wired or Wireless?
Environment
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- Including Location on map or event name
Eventlab
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- Event/race you are using as the start template.
- Prop(s) affected if relevant.
- Rules of Play and custom settings is relevant
Horizon Stories and Expeditions (aka in game story content)
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- Horizon Story and Chapter or Expedition Name:
Festival Playlist
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- Name of Playlist event.
- Series Name and Season/week number
- Car model used in attempt if relevant
Gameplay General
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Performance & Graphics
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- PC specs if relevant. (Do not attach Dxdiags please as these may contain personal information)
Horizon Arcade & Forzathon
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- Type of Arcade event
Localization
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- Affected language(s)
UI
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
Wheels
- Brief description of the issue (Short sentence)
- Provide Screenshot(s)/video(s) of the issue encountered:
- Detailed steps to reproduce the issue encountered:
- What console or device are you on? (PC, Steam, Xbox One, Xbox Series, etc)
- Wheel Model
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