Can't watch Xbox store game trailers for more than one minute without freezing.

Thank you for contact us! I'm Anderson, an Independent Consultant and a Microsoft user like you.

Good evening

Crashes that occur this way is not normal, try a reset if that doesn't solve it, try routing your cell phone's mobile network for testing, if the problem persists, request repair

it is necessary to register the product on the microsoft website and open a work order.

https://support.microsoft.com/en-us/devices

if you have any questions, follow this link:
https://support.xbox.com/en-us/help/hardware-ne....

I'm not reseting my console to defaults or have it reload everything. It's not an issue with just my console. A lot of other people have had this issue on the 350, Xbox one too.

Switching to a hour spot mobile cell made no difference as figured. I work at a major computer corporation as a senior I. T. Support Engineer. The issue is not on the user side. It's with Xbox Live Services and something with the network packets getting to the consoles making the video freeze at around the one minute mark. Changing ISPs and also my router and modem made no difference. I'm now using wired 1Gb Fiber connection and still the game trailers freeze at around 1min mark.

I would like to speak with USA based technical support for Xbox. What number can I dial for that? I'm not going to wait for a support ticket to generate and then deal with scripts from non-English speaking rep's. That's too much time wasted and this issue has persisted for years.

I called. Spoke to someone that had no technical knowledge and never heard of this issue. Yet it has been posted about here on this forum if you do a Google search. Also the support does not seem USA based so language barrier is terrible.

So still no solution on why the game trailers pause and freeze at one minute. Everything else works. NAT is completely open.

Cut and paste response won't help. It's not a hardware issue. It's an issue on Microsoft side. Please do a search on this community for same issues. Lots of people have reported the issue. Used to happen on Xbox 360, Xbox one and now the X series.

Hello Warped,my name is Oskayra, I will be happy to help you in any way possible.

I am very sorry for what you are going through, doing a search on the internet I found that the independent advisor Gerardo C. has a solution, I will leave him his information so that he can find out about the solution.

Before you send it to warranty, you must check that it is not a software problem by doing the following procedures:

1. With the Xbox on, press the power button on the front of the console for 10 seconds until it turns off completely.

2. Unplug the power cord from the console and wait 30 seconds.

3. Reconnect the power cable to your console and turn it on normally.

4. Check if the problem persists, if so, please reset your console to its factory settings keeping your games and applications as follows:

Go to Settings > System > Console Info > Reset Console > Reset and keep games and apps.

This way your console will be reconfigured and you will have to add your account again. No game or application will be deleted, nor will you lose the progress of any game since these are saved in the Xbox Cloud.

5. Check if the problem continues.

If the above fails then you should send it for warranty as it would represent a hardware problem. Generally the warranty process lasts between 14 to 21 days including shipping time.

Credits: https://answers.microsoft.com/thread/ff246849-2d36-493e-b41e-b4d396c7df39

I hope the information is helpful to you, if not, let me know that I will be happy to continue helping you, good luck and happy day.

Sincerely,
Oskaira.

Hello Warped Trekker,

Thank you for your prompt response.

With regards to your request about the data on how many are experiencing the same issue that you are describing, we do not have the data and cannot provide exactly how many users are affected. And based on your information, you have seen a thread that posted the same issue with yours way back 2020, you can provide us the link of the thread, or you can check how many voted so we can further investigate. We can also track the case if many are experiencing this issue by checking how many voted under "I have the same question" button next to the reply button below your post.

If we may ask, have you reported already this concern to our Xbox Team through reporting a problem with media tracing by following the steps provided in the link below? We highly encourage providing feedback because it is one way of letting our Xbox team engineers know the problem and start running an investigation so that in the next future updates, a fix will be applied. See the link below to see the steps on how to provide feedback through reporting a problem with media tracing. You can also see the screenshot of the steps.

• Provide feedback to Team Xbox | Xbox Support
  

Here is the screenshot of the steps:





Additionally, with regards to your concern about the support experience and how to contact US-based representative, calls are randomly distributed. You can request to speak to native if there is an option but rarely granted.

We may not provide the resolution overnight but know that we always want to hear to give everyone a better experience when using the service. Thank you for your patience and understanding.

Thank you for choosing Microsoft. Stay safe!



Best regards,



Microsoft Community Moderator