Troubleshoot Unexpected System Shutdown

Shawn 'Cmdr' Keene [MVP] · Mar 5, 2019

I just setup a new Xbox One X about 11 days ago, and three times now it's "suddenly shutdown". For example last night I was watching Netflix, and 10 minutes into an episode the system froze, the sound made that "stuttering" sound you may recognize from
a PC freezing while playing media, then after 4-5 seconds of that noise it went black and played the "shutdown chime". I am starting to worry about this purchase if it's behaving this way so soon in its lifetime.

It's not enrolled in any insider content, and I'm not sure what troubleshooting options even exist to find out the source of the failure.

:)

Viper180669

Hi Shawn

As a first if this is occurring I would try a full power cycle by shutting down the console and then unplug the console from the power wait for 5minutes and then turn it back on.

When you turn it off the normal way it goes into a sort of standby mode and a full power cycle resets all the cache.

Best of luck

XBF Erick C

Hey there Shawn,

Thank you for reaching out to us on the forums. The console should definitely not be acting this way especially not 11 days into owning the console. I would advise that you take a look at

Troubleshooting Xbox One unexpectedly turning off to troubleshoot the issue.

Of course being it is a newer console you might also consider returning to the retailer to replace the console as you do not want this to escalate to a much bigger problem down the line.

I hope this helps.

CostacX

I've been having a similar issue as well, though mine shuts off immediately upon signing in during the first time setup (I reset the system to factory settings to try and fix the initial issue,in which the console would start up, display some blank squares
where the ads are supposed to be, and then turn off with no indication of error, just as yours is doing). I sent it to Microsoft to be repaired, but it came back with the issue remaining. This led me to conclude that It had something to with the power supply,
so I tried it with another one and still nothing. My current theory is that the issue was caused by the November update, as the issues began immediately upon downloading it.

I have an image of the error message which displayed immediately after the update if customer support would find it useful.

VotedCap4429990

My 3 month old xbox one shuts off after 15 to 30 minutes. Looking online, I'm not alone with some so frustrated that are walking away burned. I spoke with Best Buy, who sold me the unit from near Microsoft and they suggested I contact xbox support to get
a new unit. I tried to start a "chat" support session and that failed on their side too, wassup? Michael who is helpless in Seattle

i keel u479

I Have had the exact same issue as AmberTitan802. I got the update then I had a fatal system error when I turned it on. I found that if i unplugged my Ethernet, it would boot properly under my account, with the update, but not connected Xbox live. If i plugged
the Ethernet cable back in it would try to connect and it would shut down immediately. I reset it, and after that, on the last step of initial set up when it signs your account into XBL it would shut off. I shipped it off to Texas and they said there was nothing
wrong with it. So when I got it back I tried a friends account and it worked fine. But i still contacted Microsoft and they sent me a brand new replacement console, and get this, IT STILL DOESN'T WORK! Its the same as the old one, all other accounts work fine
but if i try to sign in it just kicks me back to the last profile and if there isn't one it shuts off. It also goes to say that this is only on the Xbox one. My account works fine on the Xbox app for windows 10 and my Xbox 360. I'm so perplexed by this.

Troubleshoot Unexpected System Shutdown