Console turns off when starting games; Gold membership not being recognized

HI,

I purchased an Xbox One S a week and a half ago. Until yesterday, everything seemed fine. Yesterday, I booted up the Xbox and there was an update. I ran it and then went to download my copy of Killer Instinct: Definitive Edition. This is where things
started to get strange. First, the Definitive Edition (that I added to my account at Xbox.com and purchasing the game from Amazon), wasn't showing up. I decided to go to the online store from my Xbox and search for it. The Definitive Edition wasn't found,
but when I clicked on the standard Killer Instinct listing, all the content was showing as "Free". I went ahead and chose to download it all. I thought this was an odd way to offer the Definitive Edition download, but that didn't matter as long as I got
the content I had purchased.

After my content was added, I tested it out. Everything was there and worked fine. I decided to check out my copies of KI: Classic and KI2. I first clicked on KI2 and the initial title screen showed up and then my screen turned black. It appeared to
be transitioning to the game. After several seconds of the black screen, I realized my console had powered down. Odd. The system light was off and the light on my controller was flashing. I tried clicking the Home button on the controller, but nothing
happened. I then held it down which powered down the controller. I tried to power on the system again by pressing the home button, but nothing happened. I had to manually press the power button on the front of the console.

Everything booted up normally, so I decided to try KI2 again. Once again, the same thing happened. The next time I powered the system on, I decided to try KI: Classic. Again, the same thing happened. At this point, I was really confused and concerned.
I went back to test out Killer Instinct again to see if it would have the same issue. Nope, it worked. I closed it and tried KI2 again and this time, amazingly, it worked! Baffled, I closed it and tried KI: Classic, but instead of loading or powering down
my console, it caused it to reboot. After the reboot, I tried loading it again and it worked.

This time I was able to load all the games and everything seemed to be working. Later, my brother created a new Xbox Live account and add it to the console. When he did, he said as he was logging in, the console powered itself down. After a reboot, he
was able to log in and play games normally.

This morning (09/21), I decided to purchase a month of Xbox Live Gold (from my console). The process was simple and I received an email confirming my purchase. I went to download one of the free monthly games included with Gold and was told it was going
to cost me. I was also informed that if I were a Gold member, it would be free. That's strange since I am a Gold member! I checked my account online and on the console and my Gold membership was showing correctly. Interestingly, when I added the game on
Xbox.com from my laptop, it showed as free and I could download it on my console.

Assuming everything with Gold was fine, I wanted to try some online matches in Killer Instinct. Prior to doing so, I noticed there was a game in my Queue. I checked it out and it was labeled as "Killer Instinct: Definitive Edition". I thought I had already
downloaded it. I went ahead and installed it and got the actual Definitive Edition. Not sure why it didn't show up yesterday, but everything I had purchased was showing up, so I didn't question it. After loading the game, I tried an online Exhibition match,
but, was notified that only Gold members could play online. I was asked if I wanted to purchase a membership. I closed out of the game to try some other games and none of them would allow me online, stating that I needed to be a Gold member.

I powered down my console as well as log out of and back into my Xbox Live account. Nothing. I've been trying throughout the day but with no luck.

I'm sorry for the lengthy post, but I wanted to make sure I documented every aspect of these issues. I should also mention that this morning, while trying to figure out the Gold issues, my console once again powered down when trying to load Killer Instinct.
I tried contacting Xbox Support online, but they haven't been much help. Are these known or common issues? Any suggestions? The only suspicious thing is everything was working fine before I installed the Xbox One update yesterday morning.

Thank you to anyone that reads this and more thanks to anyone that can offer some assistance. My guess is I have a defective Xbox, but I'm hoping that's not the case.

:)

 

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both and get the same message after I turn off the console and turn it back on. Any help would be appreciated

 

Hey there AZBrosGaming.

Your Xbox One powering down randomly certainly isn't a common issue that you should need to deal with. If you haven't already please be sure to run this

Xbox One Powering Off Unexpectedly Troubleshooter. As for Xbox Live Gold, if the purchase shows as complete over on
account.microsoft.com let's get you in contact with Phone/Chat support to take a look into the billing issue.

Let us know how it goes.

 

Hi Mister Maka,

I actually spoke with a chat support rep this morning and they took care of my Xbox Live Gold membership issue. It took over two hours, but we got everything figured it. Still not sure exactly what was going on, but it appears to be working now.

The powering down thing may or may not still be an issue. While trying to test my Gold membership this morning with the rep, the system never powered itself down and I was able to start and stop many games. I'm going to continue monitoring the situation
over the next couple days. If the problem continues, I'll get in touch with another service rep and see what they think. Hopefully my console is fine, it's less than 2 weeks old.

 

Sounds great AZBrosGaming!

Thanks a ton for keeping us updated and let us know how it goes