My xbox series S/X freeze and close to the dashboard

SilentSpectre48 · Aug 19, 2023

I should start by saying I have tried every troubleshooting that I could find like factory reset, power cycling the console, clearing the system cache, reset and keep my games, reset and remove everything, deleting all local save data, also I have tried replacing the power and HDMI cords. I should also mention that i have had this problem on my series S and my series X. Also I have made sure that there is at least 6 inches of space on all sides of the console and it is not in an enclosed space that would restrict the air flow around it. Now for the Freezing and dashboarding issues. every game that I play it has happened at least one or two times but the games that it happens constantly with is SnowRunner and Farming Simulator 22. Something I should mention with SnowRunner and Farming Simulator 22 is that I have used mods in both games but the Freezing/Crashing happens with and without mods installed. The last thing I will mention that is I have owned my series S since March of 2021 and my series X since March of 2022 now Something that I find weird is that around June of 2022 I moved out of my previous home and am now living somewhere else and around February of 2023 these problems started to rapidly increase. Now something else I should mention is that my brother got his own series s around January of 2022 and he has had zero problems while I've had these issues and we live in the same house and use the same wifi. which has made me think that there is a problem with my account which I have had for almost 11 years now and yes I have tried using a different account but the thing is the Freezing/crashing happens at random times, I can play pretty much all day and have no issues and then the next day I play from like 10 minutes and my games freeze and dashboard. Yes I know that I probably should have made a report of this long ago but I guess I've finally just had enough of this and am now asking for help. All I ask is for some help and if I have just got unlucky with both my series S/X and I have to buy a replacement then so be it but if it's my account in any way them I'm going to be really upset because if I buy a new system and the problem starts happening on the new system I would have just wasted my money at that point. Finally I know this is a very long post and probably hard to follow what I'm saying but I would really appreciate it if someone could truly help me with this and hopefully I can get some help I haven't heard or tried. Thank you for reading.

:)

Tomm_A

Hello SilentSpectre48,

Thank you for your prompt response and truly appreciate for the detailed information provided.

It seems that the issue you are describing is in-game specific issue and yes updates can help fix the issue. If you have check and updated the games already and still having problem, follow the steps provided in the link here: Troubleshoot game issues on Xbox | Xbox Support. If the issue still persist, we may refer you to the game developer support team to submit a ticket request.

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

Tomm_A

Hello,

We haven't heard from you in 72 hours, so we assume your problem has been solved. We won't be monitoring this topic going forward, so if you need more help, please create a new topic to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com).

Thank you for your understanding.

Respectfully,

SilentSpectre48

Hello and thank you for the response.

To answer question 1: I use a wireless connection. And unfortunately I can't use a wired connection because that would require me to run a lengthy cable and I'm living with my family and they won't let me.

To answer question 2: no I did not move to a different country, I moved probably 10 miles from my previous home.

To answer question 3: the games this happens almost exclusively with are games that I would believe are more demanding on the Xbox, games like I mentioned (SnowRunner, and Farming Simulator 22). However when I experience a freeze it's only during game play. Also I don't really know the difference between a game (crashing and closing to the dashboard) and a game (Freezing and closing to the dashboard). Also sometimes when I'm saving and exiting to the main menu of for example Farming Simulator 22 the game will just close itself before I even reach the main menu.

To answer question 4: I've made sure to update all necessary information regarding my location.

To answer question 5: I'm not really able to try this but I am using a different connection since I moved but the problem started a while after I did move.

I would like to also state that when I think about the games that have the most problems, I realized that for example SnowRunner didn't start (Freezing/crashing) until a certain game update and same for Farming Simulator 22. Also I should mention that all the other games I do play if I did encounter a problem it was only once or twice and eventually those games had updates and the problem seem to go away. So at this point it's probably just the games that have problems that make them (freeze/crash).

Finally in regards to my Xbox profile is there any way for me to know if my account has any issues because none of my game data seems to be messed up and I'm able to login without issues. The thing bothers me the most about this situation is that when I was using my series S way back in 2021 I had no problems and the games that have the most problems I didn't play back then. Once I was able to obtain a series X in March of 2022 I was playing SnowRunner but this was before that game had it "next-gen update" and ever since then SnowRunner has always had a problem in one way or another. So then I thought maybe my series X had a problem so I switched back to the series S and eventually the problems came with it and now I'm back on my series X again still facing the same issues. And at this point I have just uninstalled both games and none of my other games have major problems. So I'm just hoping nothing is wrong with my Xbox profile and that it's just the games having problems.

Thank you for your response. And thank you for reading my very long and probably hard to follow reply.

Tomm_A

Hello SilentSpectre48,

Greetings!

Thank you for posting in Microsoft Community.

Based on the description, you are having issue with your Xbox Series S|X that keeps on freezing and the issue started after moving to different location. Let us check and see on what we can do to help resolve your concern in a timely manner.

We would like to ask few questions to help us isolate the issue further.

1. How are you connected with internet? Is it wired or wireless? If connected through wireless, have you tried connecting it through wired and see if the issue still persist?

2. When you mention moving to different location, you mean moving to different country?

3. Does the freezing happen when playing or launching the game? How about other games?

4. If you moved to different country or region, did you update your Microsoft account and change your Xbox country or region?

5. Have you tried connecting to different internet connection to see if the same problem will occur?

For the meantime, you may check the article below on how to update your information if moved to different region. You may also check the troubleshooting steps on how to fix game issues on Xbox console.

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

matthew aspbury

I have the same thing, my Xbox one s has the new dashboard but my series x doesn't have it

My xbox series S/X freeze and close to the dashboard