Xbox Gamepass for PC Starfield crashes after update

Robert Kienbaum · Dec 22, 2023

I sincerely hope someone can help me. This isn't the first time this has happened: I'll be playing Starfield, having fun, then there's an update and suddenly I can't load. Either the game crashes completely before I get to the 'continue' page or I select to continue and it appears to be loading then just crashes without warning or error message. The ONLY thing that seems to fix the crash is a complete reinstall of the game - at which point I lose ALL saved progress,

After this happened a THIRD time with this lates patch, I have been working with Bethesda exhaustively to find a solution. After weeks of verifying settings, sending reports and trying everything under the sun, they gave up. The issue still persists and I think I know, in some part, why.

Gamepass is a gateway. I haven't purchased the game so I have no local files to use. No .EXE files, no saved files, nothing. I have the basic access to get to the portal to access the game, but none of the actual game itself. This is a service I pay for through Gamepass and I don't think I am in the wrong in having the expectation that games I play through a service I subscribe to should work.

Again, before anyone suggests I simply make a copy of my saved game files and reinstall... I can't. I do not have hard copies of these saves. They are all on the cloud. Bethesda does not have access to Gamepass's cloud. However, so far no one with this service has been able to help me either.

All I want is one of TWO things in order to continue my game: either a way to resolve this issue on the back end so I can play, or a copy of my most recent saved files from the cloud so if I have to reinstall, I can replace these files and lose no progress.

Has ANYONE else had this issue and if so, was it resolved? How?

If not, can anyone help me?

:)

Kathy A.

Thanks for getting back to us, Robert.

Apart from the first and second week of long waiting times when contacting support, you will be the first to provide feedback regarding this callback issue for this month.

You can provide feedback at every step of the support process to ensure that the issue is tracked, and the right support team receives the report.

As an alternative. Try contacting support by following the instructions we listed above if you are using a different device, or if it could be your son's account on a separate device connected to a different network (such mobile data).

Regards,

Robert Kienbaum

Sorry - I am back.

I have made several attempts to talk to someone but to no avail. Chat with a live agent is no longer an option, it seems, and the 'request a call' only resulted in my being on silent hold for 5-6 minutes before getting disconnected. THREE TIMES.

This shouldn't be this difficult and surely isn't that difficult for the right person to fix.

You're a moderator. Do you have any contact in the actual assistance team that can reach out to me?

Robert Kienbaum

Merry Christmas, Kathy. Thank you for your assistance.

I only have two games using this service. The fact it is happening to both supports, in my mind, the issue is somehow with the gateway.

These games are:

As far as Xbox or PC Insider, no, I don't believe I am.

Robert Kienbaum

Thank you, Kathy, for your assistance.

None of the recommended fixes resolved the issue. Additionally, I tried to load another game I was playing and got a similar error:

Yes, I sent a report.

Additionally, from a Cleanboot MsInfo report:

<i>
System Information report written at: 12/21/23 15:08:35

System Name: XXXXXXX

[System Summary (C:\Users\XXXXX\Desktop\GAMES\Clean Boot MSInfo.nfo)]

{{Item Value

OS Name Microsoft Windows 11 Home

Version 10.0.22621 Build 22621

Other OS Description Not Available

OS Manufacturer Microsoft Corporation

System Name XXXXXXX

System Manufacturer Micro-Star International Co., Ltd.

System Model MS-7C56

System Type x64-based PC

System SKU To be filled by O.E.M.

Processor AMD Ryzen 7 5700G with Radeon Graphics, 3800 Mhz, 8 Core(s), 16 Logical Processor(s)

BIOS Version/Date American Megatrends International, LLC. A.50, 15/01/2021

SMBIOS Version 2.8

Embedded Controller Version 255.255

BIOS Mode UEFI

BaseBoard Manufacturer Micro-Star International Co., Ltd.

BaseBoard Product B550-A PRO (MS-7C56)

BaseBoard Version 1.0

Platform Role Desktop

Secure Boot State Off

PCR7 Configuration Binding Not Possible

Windows Directory C:\WINDOWS

System Directory C:\WINDOWS\system32

Boot Device \Device\HarddiskVolume2

Locale United States

Hardware Abstraction Layer Version = "10.0.22621.2506"

User Name XXXXXXXXX

Time Zone AUS Eastern Daylight Time

Installed Physical Memory (RAM) 16.0 GB

Total Physical Memory 13.9 GB

Available Physical Memory 10.1 GB

Total Virtual Memory 14.8 GB

Available Virtual Memory 9.93 GB

Page File Space 896 MB

Page File C:\pagefile.sys

Kernel DMA Protection Off

Virtualization-based security Not enabled

Windows Defender Application Control policy Enforced

Windows Defender Application Control user mode policy Off

Device Encryption Support Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Un-allowed DMA capable bus/device(s) detected, TPM is not usable

Hyper-V - VM Monitor Mode Extensions Yes

Hyper-V - Second Level Address Translation Extensions Yes

Hyper-V - Virtualization Enabled in Firmware No

Hyper-V - Data Execution Protection Yes }}
</i>

I have, nor have I ever, any mods installed or running.

The problem as far as I can tell seems to fall entirely with the XBOX Gamepass App for PC. A paid subscription. It is quite possible that a clean reinstallation of the app will resolve many of these issues, but in doing so raises two critical issues.

1) all of my saved data will be inaccessible and I will not be able to continue my progress. I find this unacceptable, and:

2) I have no faith that this issue, having already happened thrice before, will not continue to happen should I completely reinstall the App.

Put simply, I need some reassurance that this issue can and will be resolved reasonably in order for me to continue paying for this service. As it stands, I have been paying my hard-earned money for a service that has failed to live up to not only expectation but does not provide the advertised service as promised.

I do not know why the XBOX App is acting this way and I can not believe I am the first and only consumer to encounter this issue.

One possibly workaround while your teams research a solution is to either give me access to my saved files so that I may manually replace them upon reinstallation, or give me a guarantee that upon said reinstallation your teams can update my game with those files so I can continue without losing any progress. The latter would be preferable, I believe, as it would require no third-party involvement.

I look forward to your response.

Kathy A.

Hello Robert,

Thank you for posting in Microsoft Community.

We understand that you're experiencing issues with Starfield on Xbox Game Pass for PC. I understand how frustrating it can be to lose progress in a game due to crashes.

Firstly, I would recommend checking if there are any pending updates for your Windows operating system and the Xbox app. You can do this by going to the PC settings > Windows Update. For Xbox app, open Microsoft Store app and clicking on the three dots in the top right corner, then selecting "Downloads and updates".

If there are any updates available, please install them and check if same issue happens.

Next, restart device and disable any (in-game) add-ins/mods (if there's any), antivirus, antimalware, VPN, firewall, proxy and PC Optimizer (or apps similar to game accelerator etc.).

If the issue persists, you can try resetting the Xbox app and game by going to "Settings" > "Apps" > "Apps & features" > "Xbox" > "Advanced options" > "Reset".

Also, please try checking if other Game Pass games in-game updates will cause crash to games too. If yes, this can be brought up to Team Xbox through feedback - Xbox Support.

Regarding your saved game files, unfortunately, as you mentioned, Game Pass cloud saves are not accessible by third-party developers.

Please let me know if you have any further questions or concerns.

Sincerely,

Microsoft Community Moderator

Xbox Gamepass for PC Starfield crashes after update