'My Games & Apps' & 'Manage game' screens go black after a few seconds

KevinLin_71 · Dec 18, 2019

I recently got a new Xbox One X and had been installing games and dlc's on it when suddenly I ran into a problem. When I would try to access the 'My Games & Apps' screen, it would show for a second or two, then go blank. I can push the Xbox button on the
controller to bring up the menu that will let me return to the home screen. The same thing happens when I try to 'Manage game' from a game. I tried power cycling, factory resetting without any improvement. My son has the original Xbox One and I tried my profile
on his console and had the exact same problem. His profile works fine on both consoles. I was on tech support chat for over an hour trying to solve the problem, but they weren't able to help either. Has anyone else encountered this?

I have EA Access trial and Game Pass Ultimate trial, if that helps.

here's a video of exactly what is happening.

https://youtu.be/vFnbGANiQNQ

:)

KevinLin_71

I actually tried both reset options, first keeping the games, then the other that wiped everything.

I am not part of the insider program.

XBF Chris J

Hello Kevin,

Thanks for keeping us updated. Which factory reset option did you choose? The full factory reset or the one that keeps your games and apps downloaded?

Aside from that, are you a part of the insider program by any chance? You would have had to join up or be invited, and you can tell you're in if you notice constant updates at times where other users are not getting updates.

SolarMaximum

Several folks, including myself have noted this (I posted it on Saturday). Exactly as you described. Its happening to me on all XBOX Ones I own (3). Started happening after last weeks update. I troubleshot with MS support Sunday to no avail. They claim
they are stupmped. It does appear to be an account issue that was not resolved by simply deleting and adding profile back on. Did asll the things people mention except the full reset (the one that doesn't save games and apps).

Hopefully enough posts will get an official response.

KevinLin_71

Update: I have tried using a different router, a different modem and router, tried using a mobile hotspot form an iphone and an android phone. I created a profile on my old Xbox One and then added it to the new Xbox One X., now every profile
on the new console has this same issue, even when no profile is signed in it has this problem. But the other profiles seem ok on my old Xbox One, except for my main profile that I originally added first on the new Xbox One X. This is boggling me....my crazy
theory is that the new Xbox One X has some sort of problem, which somehow corrupted my profile, but only the one profile.

Korhog

Did you try the power cycle?

https://beta.support.xbox.com/help/hardware-network/power/restart-or-power-cycle-console

'My Games & Apps' & 'Manage game' screens go black after a few seconds