user: Please sort your shit out! FML
agent: Thanks for reaching out! This guide: can help you troubleshoot; can you try those steps &amp; let us know?
user: Its not my internet and i have checked my Down, Up and ping already! :/ I think its my Xbox rather than the games I'm playing! I can't enter the Xbox guide menu while playing 'The Division' :/
agent: To clarify, did you get a chance to run through each page in that guide using the ✔️️ and ❌ buttons?
user: Yes i did!
agent: Got it. Can you share your GT and a pic of your console OS currently: ?
user: Gt: haz227
agent: Thanks for that info. Let's have you try a factory reset, to get it to redownload 1  the latest system update: On step 7 select: Reset and keep my games &amp; apps. 2
user: Ok, Just waiting for it to reset! Do i lose anything? ( Like Xbox home colour, Alpha testing?) I did select keep my games and apps! Just did a test run while playing the game, I can talk in party chat and the choppy-ness while playing has decrease only slightly!
agent: Is this after the factory reset?
user: Yes!
agent: Alrighty, in this case, we will need a picture of your network stats: Settings&gt;Network&gt;Network Settings&gt;Detailed 1  Network Statistics and your NAT setting on the console. Can you DM that to us? 2

Customer is complaining that he unable to enter the guide menu. Agent updated the customer to  DM of network related settings.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: Please sort your shit out! FML
agent: Thanks for reaching out! This guide: can help you troubleshoot; can you try those steps &amp; let us know?
user: Its not my internet and i have checked my Down, Up and ping already! :/ I think its my Xbox rather than the games I'm playing! I can't enter the Xbox guide menu while playing 'The Division' :/
agent: To clarify, did you get a chance to run through each page in that guide using the ✔️️ and ❌ buttons?
user: Yes i did!
agent: Got it. Can you share your GT and a pic of your console OS currently: ?
user: Gt: haz227
agent: Thanks for that info. Let's have you try a factory reset, to get it to redownload 1  the latest system update: On step 7 select: Reset and keep my games &amp; apps. 2
user: Ok, Just waiting for it to reset! Do i lose anything? ( Like Xbox home colour, Alpha testing?) I did select keep my games and apps! Just did a test run while playing the game, I can talk in party chat and the choppy-ness while playing has decrease only slightly!
agent: Is this after the factory reset?
user: Yes!
agent: Alrighty, in this case, we will need a picture of your network stats: Settings&gt;Network&gt;Network Settings&gt;Detailed 1  Network Statistics and your NAT setting on the console. Can you DM that to us? 2

### Response:
Customer is complaining that he unable to enter the guide menu. Agent updated the customer to  DM of network related settings.