Cannot navigate home screen on xbox one s

Hello Sandra,

We thank you for bringing this inquiry to our forums community, and understand that this concerns an inability to navigate through the menus of the Xbox One console.

We recommend trying a power cycle
of the console, but if the problem persists, try doing a
soft factory reset of the console, Reset and keep games and apps to help reset
the operating system.

Please note before doing this troubleshooting step, make sure to know your email and passwords for your Xbox profiles.

Try this out first and let us know the results.

Hi there, the thing with this controller issue is that i can't access any menus on my xbox at all as it rapidly scrolls up to the point where i cannot navigate the xbox home screen. Thanks

Hi A, I hope you're doing well. I am an Independent advisor, and I am here to help you.

Let's try to perform a reset using the troubleshooting page. Before performing the steps, if there is an external hard drive plugged into your console, kindly unplug it.

One done, please follow the steps below:

1. Power off your console, and then unplug the power cord to ensure that the console is completely powered off.

2. Wait 30 seconds, and then plug the power cord back in.

3. Press and hold the Pair button and the Xbox button on the console

4. Continue holding the Pair and Xbox buttons for 10-15 seconds.

5. Listen for two “power-up” tones a couple of seconds apart. You can release the Pair and Xbox buttons after the second power-up tone.

6. The console should power up and take you directly to the Xbox Startup Troubleshooter.

Once you can see the Troubleshooter page, please click "Reset" then "Reset by keeping my games and apps"

Glad to hear you were able to get things sorted!

Let us know if you run into any other questions or issues! ^_^

Problem solved. I had to remove the power completely (no light on the power brick) from the system for the Xbox One to do a full boot as opposed to Instant On.

This appears to have reset my controller and I am now able to navigate the home screen.