Sims 4 won't install brand new disk second time still won't install on Xbox one

[Executive2134]

Please help my daughter has been so excited now for the second time we bought brand new Sims 4 for Xbox one and keep getting same message error loading stopped disk dirty. It's second one brand new.

[Executive2134]

Sims 4 keeps getting error disk is dirty on Xbox one and won't load changed out for another new disk and still get same error what am I missing?

[EA_Barry]

@Executive2134

It could be the lens of your console's disc reader that is dirty. You can get a lens cleaning disc or have the console serviced.

[goldenpear]

Other games I have work tho so why shouldn’t the sims????

[XxWyatt277xX]

Yea I'm having the same problem on my Xbox one. Brand new copy out of the wrap won't work at all, and won't install. My other games work just fine... I'm forced to file a complant with EA, it sucks.