Frequent black screen crashes when playing games through xbox app

I may have spoken too soon. I was able to play a relatively long session with no issues, but occasionally the crash still occurs. This makes me think that the Xbox app is the main culprit

Originaly posted here: Frequent black screen crashes when playing games through xbox app - Microsoft Community. I did not follow up quickly enough on that post so it was closed.

New information:

I have contacted Nvidia support as well to try and gather more information about what is happening. They directed me to a video card stability test, which ran for 2 hours without issue. They also suggested a few changes to settings in the Nvidia control panel. So far still no luck resolving the problem.

The previous forum post suggested filing a bug report through the app with a recreation recording, but I do not think that will be possible. When the issue occurs, my monitor screen shows "no signal" and I cannot get back to a functional state until restarting the PC. I could record the issue from a separate device (i.e. my phone) if that would be useful.

Description:

I recently upgraded my PC and since then I have had issues with xbox games crashing. The crashes happen at seemingly random times. When it crashes my monitor indicates that there is no signal on the DP cable, and changing to HDMI or another port does not fix it. Sometimes I still have audio indicating that I am still connected to the game, including voice chat from friends. It seems that the graphics driver is crashing entirely and cannot recover without a PC restart.

This only happens with games that I play through the xbox app. Specifically Sea of Thieves, Back 4 Blood, and Grounded. I have played other games through Steam with no issues, even when setting graphics to maximum values.

Question 🤔 you said it was crashing when you played certain game's what graphics card Do you have and how many watts is your PSU ?

Hello MrDonkey19,

Happy Holidays!

We have sent private message. Kindly take time to response there.

Thankyou.

Kind regards,



Xbox Forum Moderator

Microsoft Community

Hello and thanks for the response.

I have attempted all of the suggested steps except reimaging Windows. I have done that previously and it did not resolve the issue.

However, I might have found a workaround that allows me to play these games without crashing. I uninstalled the Asus motherboard utilities that were installed and have not crashed since. Specifically I removed ROG Live Service, Armory Crate, and any related utilities. I was able to leave the AURA Service and iCUE plugin installed to control RGB on the motherboard via iCue.

I don't consider this a full fix, but it works for now. The ASUS and Xbox/Microsoft services must be conflicting in some way that doesn't happen when I run games through Steam.

Hello MrDonkey19,

We appreciate you for bringing this up to Xbox Community Forum.

We understand that you are experiencing frequent black screen crashes when playing games through Xbox app. Let us check on this together and sort this out. We will do to the best in our capability to assist you with your concern and help you back to gaming.

An outdated graphics drivers can also be the reason why your computer black screen crash while playing games. To update graphics drivers, the easier way is to use the application provided by the company of the graphics card manufacturer. For Nvidia, it is GeForce Experience that takes care of all your graphics drivers.

As per description, you have done some of the basic trouble shooting to resolve the issue but still the problem persist. So, let's try this, first, make sure your windows and all its services are up to date: (You may skip the process if you have tried it already)

• Open Settings, click Update and Security and then Windows Update;
  
• Click Check for Updates;
  
• Click the Download and Install Now option, if available;
  
• Also, check the Microsoft Store for any updates on the Xbox apps and its services.
  

Then try this:

• Go to windows settings > apps > search for gaming services app > click on it and select advanced options.
  
• After that, click repair and then restore, open the app and try again.
  
• Then do the same for the Xbox app:
  
• Go to windows settings > apps > search for Xbox app > click on it and select advanced options.
  
• After that, click repair and then restore, open the app and try again.
  

If it still doesn't work you're going to uninstall the games services using a powershell command.

• In the windows search bar type Powershell > Right click and select open as administrator > Type the command: "get-appxpackage Microsoft.GamingServices | remove-Appxpackage –allusers" > Wait for the process to finish and then restart the PC, then open your Xbox gamepass app, it will ask you to install the gaming services again, install it and try again.
  Then, after you do it, you're going to open the game pass app, it will ask you to download and install the game services again
  

If neither of those procedures works, try to restore your PC's OS via the ISO image tool, using that tool you will be able to maintain your installed games and files.

If you're using Windows 10: https://www.microsoft.com/en-us/software-downlo...

If you're using Windows 11: https://www.microsoft.com/en-us/software-downlo...

You may also try to visit this link for more information.

• Official GeForce Drivers | NVIDIA
  
• GeForce Product & Technical Support | NVIDIA
  

We hope it worked out well for you. If not, please reply back to this forum to let us know. We will be glad to follow up and help you.

Have a great day ahead.

Sincerely,



Xbox Forum Moderator

Microsoft Community