My kids just got a new game for their xbox, but it's not working?

When we put it in it just looks like it's reading it, then it says open tray. I read somewhere that you can delete an update that is causing this problem, but it said make sure you have no media on the drive… We do have minecraft saved to the xbox so I wouldn't want to delete that at all. I'm not great with technology at all and he was really excited to get this game today, any help would be appreciated. Thank you!

Added (1). They can play other games and dvds on here just fine, it's just only one dvd and this particular game that won't work so far.

Angelface

If it's brand new, or it's used but no scratches, the laser of the Xbox isn't reading it. My little brother's Xbox used to do that, the only thing we kept doing was clean the disc carefully, and keep trying to put it in over and over and it till it finally read the disc. I recommend buying a laser lens cleaner and it will stop this hassle.

Adrian