White screen on sign in

Good morning,

I am getting really frustrated with a reoccurring problem on my daughter's console (Series S). Each time they sign in, they are met with a white screen which prevents them getting into their games. I have reached out to Xbox support five times since Christmas and still no closer to resolving the issue. I can never speak to an advisor on the phone and now have no idea what I can do. Is there a way to restore console to factory settings but keep installed games/saved data intact?

I have videos and images of the issue but don't know where I can send them to. Please, any help would be appreciated as I have two young girls that are dying to play their games.

Thanks in advance

Danny

:)