Friends new xbox series x wont let them sign in.

Hi,

This post is on behalf of my friend. They recently had their xbox one s die on them after 10 years of service. So they upgraded to the xbox series x today. However they now cant seem to sign into the new console. It was bought brand new aswell.

They are able to sign into their account on the microsoft website but cant sign in on their new console for some reason.

They have tried restarting the console, checked its connected to the internet, checked without signing in that it is upto date and they have tried a hard reset. I am personally baffled.

As i said they are able to sign into their xbox account on the website and mobile app but not the new console. They followed each step of the setting up process. Did they miss something? We are both stumped on what could be the issue.