Nintendo of America

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Troubleshooting Game Disc Problems (Including Disc Read Error Messages)

This section covers troubleshooting information for problems with playing single or multiple Game Discs. Many Game Disc issues include an error message, such as "Unable to Read the Disc." Please check for the symptom you are experiencing, below.

Please note that the Wii is only compatible with Wii and Nintendo GameCube Game Discs. All other types of discs, such as DVD movies, CDs, etc., will not play in the Wii console. Inserting any other type of disc will result in a "Unable to read the disc" message.

 

 

 

 

 

 

 

 

 

    "Unable to read the disc" or "Disc could not be read" Messages

    If you are getting one of the above error messages:

    • This message can display if you eject a disc during game play. If this is when the message displayed, make sure that you return to the Wii Menu before changing discs if you wish to play a different game.

    • If your Wii console is laying flat, it may be positioned upside down. Ensure that is positioned right-side up: the game disc slot should be above all three buttons and the SD Card slot.

    • Ensure that you are properly loading a Game Disc.

      • If your console is placed vertically, the disc label will face to the right.
      • If your console is placed horizontally, the disc label will face upwards

    • Check our list of specific game issues to see if there is a known issue with that particular title.

    • If you know you are inserting the Game Disc correctly, but are still have the same problem with only one game (or if you only have one game), try cleaning the Game Disc by following the disc cleaning procedures (click here).

    If the above information did not resolve the issue or it is happening with most or all of your games, a repair is necessary. Please note: So that our technicians are able to duplicate the issue, please include at least one sample game disc that causes this message to appear when played. Click here to set up a repair.

 

 

 

 

 

 

 

 

    An "Error has Occurred"

    It appears there is a problem with your Wii console and the system will need to be repaired.

    Important! So that our technicians can duplicate the issue and successfully resolve it, please include a sample game disc (or a few if available) that result in this error message when played. To set up a repair, please click here.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    Game freezes randomly

    Occasional lockups with video games can happen from time-to-time and do not necessarily indicate a need for repair or replacement. If you are experiencing random lockups, please see the information below.

    • Make sure you are using only licensed accessories. Unlicensed products and accessories do not undergo Nintendo's testing and evaluation process. They may not work at all with our game systems, and they may have compatibility problems with certain games or accessories.

    • If a game freezes while playing, usually the power, reset, and eject buttons will not respond. Try unplugging the AC Adapter from the back of the console, then check the air vents to make sure they're not being blocked.

    If you are still experiencing this issue, what to do will depend on how many games this issue is occurring with. How many games are you having this issue with?

     

    • One particular game
      1. Check our list of specific games to see if there is a known issue with that particular title.

      2. Check the bottom of the Game Disc (the side without any labels or writing) for any dirt or damage (such as cracks, scratches, etc.).
        • If the game looks significantly damaged, such as with scratches or cracks, it will need to be replaced. Please click here for our Game Disc replacement options.
        • If the game looks dirty (fingerprints, smudges), try cleaning the Game Disc by clicking here. If the problem persists, the Game Disc will need to be replaced. Please click here for our Game Disc replacement options.

      If after trying the above information you are still experiencing lockups with one only game disc, please click here for game disc replacement information.

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    • More than one game
      1. Try cleaning a few of the game discs using our recommended method and re-test to see if the situation has improved.

      If after trying the above information you are still experiencing a frame rate issue with multiple games, please call 1-800-255-3700 for assistance.

     

     

     

     

     

     

     

     

     

      Game freezes frequently at specific location

      Occasional lockups with video games can happen from time-to-time and do not necessarily indicate a need for repair or replacement. If you are experiencing frequent lockup in a particular area, please see the information below.

      • Make sure you are using only licensed accessories. Unlicensed products and accessories do not undergo Nintendo's testing and evaluation process. They may not work at all with our game systems, and they may have compatibility problems with certain games or accessories.

      • If a game freezes while playing, usually the power, reset, and eject buttons will not respond. Try unplugging the AC Adapter from the back of the console, then check the air vents to make sure they're not being blocked.

      If you are still experiencing this issue, what to do will depend on how many games this issue is occurring with. How many games are you having this issue with?

       

      • One particular game
        1. Check our list of specific games to see if there is a known issue with that particular title.

        2. Check the bottom of the Game Disc (the side without any labels or writing) for any dirt or damage (such as cracks, scratches, etc.).
          • If the game looks significantly damaged, such as with scratches or cracks, it will need to be replaced. Please click here for our Game Disc replacement options.
          • If the game looks dirty (fingerprints, smudges), try cleaning the Game Disc by clicking here. If the problem persists, the Game Disc will need to be replaced. Please click here for our Game Disc replacement options.

        If after trying the above information you are still experiencing lockups with one only game disc, please click here for game disc replacement information.

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      • More than one game
        1. Try cleaning a few of the game discs using our recommended method and re-test to see if the situation has improved.

        If after trying the above information you are still experiencing lockups with multiple games, please call 1-800-255-3700 for assistance.

       

       

       

       

       

       

       

       

       

        Won't accept discs or discs immediately eject (including "An error has occurred eject disc" message)

        This indicates a problem with the Wii console and it will need to be repaired. Please click here for repair information.

       

       

       

       

       

       

       

       

       

        "Insert Startup Disc" Error Message

        This message indicates that your Wii console will need to be repaired. Please click here for repair information.

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

        Problems with one specific game

      • Check our list of known Game issues, to see if the game you are playing has any known issues.

      • Check the bottom of the Game Disc (the side without any labels or writing) for any dirt or damage (such as cracks, scratches, etc.).

        • If the game looks significantly damaged, such as with scratches or cracks, it will need to be replaced. Please click here for our Game Disc replacement options.

        • If the game looks dirty (fingerprints, smudges), try cleaning the Game Disc by clicking here. If the problem persists, the Game Disc will need to be replaced. Please click here for our Game Disc replacement options.

        If the above information does not solve your problem, then the Game Disc will need to be replaced. Please click here for our Game Disc replacement options.

       

       

       

       

       

       

       

       

       

        Only have one Game Disc

      • Check our list of specific game issues, to see if the game you are playing has any known issues.

      • Check the bottom of the Game Disc (the side without any labels or writing) for any dirt or damage (such as cracks, scratches, etc.).

        • If the game looks significantly damaged, such as with scratches or cracks, it will need to be replaced. Please click here for our Game Disc replacement options.

        • If the game looks dirty (fingerprints, smudges), try cleaning the Game Disc by clicking here. If the problem persists, the Game Disc will need to be replaced. Please click here for our Game Disc replacement options.

      • Can you try the Game Disc in another Wii console? If so, this can help narrow down the problem.

        • Yes, tried the Game Disc in another Wii console but the Game Disc still will not play:
          The problem appears to be with the Game Disc. Please click here for our Game Disc replacement options.

        • Yes, tried the Game Disc in another Wii console and the Game Disc worked properly:
          The problem appears to be with the Wii console itself, and a repair is necessary. Please click here for repair options.

        • No, you are not able to try the Game Disc in another Wii console:
          At this time it is difficult to determine if the problem is with the Wii console or the Game Disc, and we recommend a repair for your Wii console and game. Please click here for repair options.

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        Problems with some games (not all)

      • Are you able to play one type of Game Disc but not another (for example, you can play Wii Game Discs but not Nintendo GameCube Game Discs)? If so, then it is likely there is a problem with the Wii console and it will need to be repaired. Please click here for repair options.

      • Check the bottom of the Game Disc (the side without any labels or writing) for any dirt or damage (such as cracks, scratches, etc.).

        • If the games look significantly damaged, such as with scratches or cracks, it will need to be replaced. Please click here for our Game Disc replacement options.

        • If the game looks dirty (fingerprints, smudges), try cleaning the Game Discs by clicking here. If the problem persists, the Game Discs will need to be replaced. Please click here for our Game Disc replacement options.

        If the above information does not solve your problem, then it appears there is a problem with the Wii console and it will need to be repaired. Please click here for repair options.

       

       

       

        Problems with all discs

        This indicates the problem is likely with the Wii console and it will need to be repaired. Please click here for available repair options.