Why does my new series X keep crashing randomly when playing games?

Hi Jai Feather,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding.

Kind regards,

Lavenia

Hi Jai Feather,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

I am aware of the problem you're having with your new Xbox Series X that keeps crashing randomly. There could be several reasons for this issue, such as, software glitches, system bugs, or corrupt data file. Allow me to ask some questions.

• May I know when did this started?
  
• Did you get any error message?
  

You may try the following steps below to troubleshoot your issue.

Force restarts the console.

1. Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. The console will turn off.
   
2. Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller.
   
   If you don't see the green boot-up animation when the console restarts, repeat these steps. Make sure that you hold the power button until the console completely shuts down.
   

For more details, see How to restart or power cycle your Xbox console | Xbox Support.

Test your Network connection.

A network connection issue can sometimes affect gameplay. Here’s how to test your Xbox connection:

1. Press the Xbox button  to open the guide.
   
2. Select Profile & system > Settings > General > Network settings.
   
   Note Any outages will appear under Current Network Status.
   
3. On the Network settings screen, select Test network connection. If the connection test is successful, your console will connect to the Xbox service.
   
   Note If you're prompted to update your console software, select Yes.
   

If this step didn’t work, see: Troubleshoot your Xbox network connection | Xbox Support.

Try using a different profile.

Sometimes gameplay can be affected by corrupted profile data on your Xbox console. To see if this is the case, try playing the same game using a different profile on your console.

1. Press the Xbox button  to open the guide.
   
2. Select Profile & system, and then select Add or switch.
   
3. Select a profile other than the one you were previously using.
   

Remove and re-add your profile.

1. Press the Xbox button to open the guide.
   
2. Select Profile & system > Settings > Account > Remove accounts.
   
3. Select the account you want to remove (the one that’s experiencing the gameplay issue), and then select Remove.
   

Now download your profile again to create a fresh version of your profile data:

1. Press the Xbox button to open the guide.
   
2. Select Profile & system, select Add or switch, and then select Add new.
   
3. Type in the email address and password that you use to access your Microsoft account (the same account you just removed).
   
   Important Make sure that you do not select Get a new account unless that’s what you want to do. If you select Get a new account, you will create a brand-new Microsoft account.
   
4. Follow the prompts as the console walks you through account setup steps such as privacy info, sign-in, and color preferences until you return to the Home screen.
   

Once you have completed the process of re-creating your profile on the Xbox console and have returned to the Home screen, try to play your game again.

The troubleshooting process can be found at Troubleshoot game issues on Xbox | Xbox Support.

Kind regards,

Lavenia

Hey, I got this Xbox tuesday and it started the second I started opening games, I get absolutely no error codes, just a frozen screen with game audio still playing, then it freezes all together then i get a black screen then sent to home.

I have tried force restarting it but that didn't help either.

Currently its not letting me into games at all, just lets me get to the menu then freezes, I also did a network connection and everything is fine.

I appreciate you for responding back. You may also try to Run the System File Checker to check if there are corrupted system files that are just looping around causing this kind of issue to exist.

1. In the search box on the taskbar, type command prompt, and right-click or press and hold Command Prompt (Desktop app) from the list of results. Select Run as administrator, and then selectYes.
   
2. Type DISM.exe /Online /Cleanup-image /Restorehealth (note the space before each "/"), and then press Enter. (Note: This step may take a few minutes to start and complete.)
   
3. After you see a message that says "The operation completed successfully," type sfc /scannow (note the space between "sfc" and "/") and press Enter.
   
4. After you see a message that says, "Verification 100% complete," type exit and press Enter.
   

And perform a clean boot and see if it makes any changes. See How to perform a clean boot in Windows - Microsoft Support.

Yeah I did all that......I even looked up a video on YouTube to restart my series X but keep all my games and apps but it still crashes on me. So yeah I'm gonna have to get a hold of bungie and figure out why their game keeps crashing on my Xbox when no other game does that. Well thanks for the help, hopefully they can help me because I really don't feel like spending another $500 for a new Xbox......