What is the issue regarding Jewel game - slow and freezes

Hello there @GABRIELLALOR, I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support. I am sorry to know about the game situation, but I want you not to worry about it because I am here to help you out! I believe your console might need either a network reset or just a system refresh. I
would like you to go through the following steps to clear the Mac address and then perform a quick power cycle on your console:

Settings > Network Settings > Advanced Settings > Alternate Mac Address > Clear it and the console should restart. It would definitely help if you could restart the internet router while the console is restarting.

After going through the troubleshooting steps mentioned, I invite you to perform a quick power cycle by turning off the console and then unplugging all the cables. After 2 to 3 minutes, re-plug them back again, then restart your console to check if it's
installing this time.

Another thing you should check is your NAT type. I would like you to check your NAT type if open because that could sometimes interfere. to check for the NAT type you can follow the steps below:

Settings > Network Settings > NAT type => It should be open.

If the NAT type is not open, you will need to open some ports with your internet provider. These ports must be open for Xbox Live to work: Port 88 (UDP) Port 3074 (UDP and TCP) Port 53 (UDP and TCP) Port 80 (TCP) Port 500 (UDP) Port 3544 (UDP) Port 4500
(UDP).

In case the issue still persists after the previous steps have been performed here is the official link to all the network troubleshooting steps that can help sort this out for you.

The link: Troubleshoot your Xbox One network connection | Xbox Support

In case the issue still persists, the next step would be to perform a reset on the console. To do so you will need to follow the steps below to perform a reset on the Xbox :

Settings > System > Console Info > Reset This Xbox > Reset and Keep my Games and Apps.

Note =>The "Reset and Keep my Games and Apps" option will not cause losing your games, but please be aware that you need to be completely aware of the email address as well as the password of your account before going for it because it will require you
to sign in to the account.

I wish you a lovely day, and I hope this helps you out! All the best!

Kind Regards

Stay safe, and happy gaming!

Feel free to give us your feedback by voting below if the reply was helpful!

Hi .

Sounds very much like an internet connection issue. Usually, adverts freezing like that indicates slow internet, or an issue with the internet speed/connection. Have you run any tests on your connection?

Kind regards.

DJM.

Hey, there!

Thank you for contacting us and welcome to the Microsoft Community.

My name is Darhyl. I'm an Independent Advisor and I will do my best to help you sort this out.

I'm sorry you are experiencing any trouble right now. No worries, I'm here to help you.

In order to find and play Jewel, you need to navigate to your profile and select Play Microsoft Jewel in the Rewards tab. A new screen will appear. Select Launch Jewel to start playing the game directly in the Xbox mobile app.

Here's the FAQ in regard to Jewel and Microsoft Reward Points.

Can you check if your Xbox One is plugged directly into the wall? If it's not this may cause issues regarding insufficient power which leads to games running slow and or freezing.

support.xbox.com/.../about-power-supply

ye when ever it does work for a bit, everything is slow on it, games load slow or freeze? sometimes ill even freeze in the dashboard for 30 seconds, it is strange