Brand new Xbox series x randomly closes games when playing

I appreciate the response!

I just want to clarify, what do you mean by full reload on your console?

Don't worry, let's proceed to the next workarounds:

1. Remove, Power cycle, and re-add the Xbox account.

1.Press the Xbox button  to open the guide.
2.Select Profile & system > Settings > Account > Remove accounts.
3.Select the account that you want to remove, and then select Remove to confirm.

Then perform a Power cycle on your console and proceed with re-adding your account. You've got nothing to worry as this will not delete your saved data progress.

2. Factory reset keep my games and apps.

To reset your console without losing your game data, follow these steps:​​​​​

Note: This will remove the profiles on your console, make sure that you remember the email and password to your account.

Rest assured, no data or game saves will be lost doing this, everything is backed up to the cloud servers.

1. Press the Xbox button to open the guide.
2. Select Settings.
3. Select System.
4. Select Console info
5. Select Reset console.
6. Select Reset and keep my games & apps

This will also help sync the data on your console properly. Once you're done, try to check if the game crash will still occur.

I hope this information helps!

Best regards,
Darhyl

Hi there! I'm more than happy to help you!

Since the game crash occurred due to an overheating issue and you have already placed your console in a well-ventilated place, position your console like this:

An Xbox Series X console can be placed either horizontally or vertically. Make sure that you place your console on a stable surface that is well-ventilated, relatively cool, and away from direct heat sources. Don't put other objects on, under, or right next to the console.

Note: Proper ventilation is important to prevent overheating. Be sure that your console has a minimum of 4-6 inches of clearance on all sides. Do not place your console inside an enclosed cabinet. Make sure that none of the console’s vents are blocked.

If the game crash error still occurs, kindly perform the following workarounds:

1. Power cycle your console:

Try power cycling your Xbox. A full power cycle completely reboots your console. Doing this does not erase any of your games or data.

Turn off your console by holding the Xbox button  on the front of the console for at least 10 seconds.
Turn your console back on by pressing the Xbox button  on the console or the Xbox button  on your controller.

Note: If you don’t see the green boot-up animation when the console restarts, repeat these steps. Make sure you hold the power button for at least 10 seconds until the console completely shuts down.

After you have completed the previous steps to power cycle your console, try to restart your game.

2. Test your Network connection:

A network connection issue can sometimes affect gameplay. Here’s how to test your Xbox connection:
Press the Xbox button  to open the guide.

Select Profile & system > Settings > General > Network settings.

Note: Any outages will appear under Current Network Status.

On the Network settings screen, select Test network connection. If the connection test is successful, your console will connect to the Xbox service.

Note: If you're prompted to update your console software, select Yes.

3. Try using a different profile:

Sometimes gameplay can be affected by corrupted profile data on your Xbox console. To see if this is the case, try playing the same game using a different profile on your console.

Press the Xbox button  to open the guide.
Select Profile & system, and then select Add or Switch.
Select a profile other than the one you were previously using.

You may also check these links for reference:

https://support.xbox.com/en-US/help/hardware-network/console/position-ventilate-console

https://support.xbox.com/en-US/help/games-apps/troubleshooting/game-issues-solution

Please take your time and let me know if it works.

Best Regards,
Darhyl

Thank you for the information and please take your time.

If the issue still persists despite performing the workarounds above, it would be best to contact the retailer where you have purchased your brand-new console and request a replacement warranty.

If the retailer refuses and refers you to Microsoft Xbox Support, you can create a free warranty repair order for your console by signing your account and registering the console serial number using this link below:

https://support.xbox.com/en-US/help/hardware-network/warranty-service/getting-your-product-serviced

Best regards,
Darhyl

I appreciate the response. I'm afraid we have already exhausted all the troubleshooting steps.

Since it's brand new you've got nothing to worry! You can still try to check the console's warranty by registering the serial number for a free warranty repair order using this link:

https://support.xbox.com/en-US/help/hardware-network/warranty-service/getting-your-product-serviced

As long as the console serial number is still covered within the warranty, you will be able to create the order.

However, if your console is no longer covered by warranty, you can check your out-of-warranty repair options using the same link.

As for alternative option, you can try to have your console if out of warranty, repaired on your local electronics shop near you. I have experienced the same and had my Xbox console repaired for a cheaper price.

Best regards,
Darhyl

I did the steps above and I'm still having the issue.

I won the system as a prize so I'm not able to return it to the store.

Do you have any other suggestions?