Xbox One - Black screen after resuming from a suspended state - Crash

I purchased an Xbox One S a week ago, and so far I have already experienced 4 system crashes with a black screen.

Each one comes at the same time. If I play a game (in this case, Cuphead), and then shutdown the system. Later I return, power up the system and re-launch Cuphead from the Home screen. The system then sends a black screen (Music still playing) before shutting
itself down hard.

After it boots back up, I can launch the game and play all day without issues. The issue only occurs when returning from a suspended state.

Is this a known issue, or do I need to return this Xbox to the store? I can't find anything regarding this issue online due to most posts flooded with "Black Screen of Death" which sounds much different from my issue.

Thanks for any help you can lend.

:)

 

Anyone having issues turning on XB1 right now?

Try a hard reset. If you are just suspending it, then it will just resume in the state you suspended it in.

 

Battlefield 4 on Xbox One does not restore from suspended state (in Campaign)

Mister Fizzle,

Thank you for your feedback however, based on a lot that I have read and heard, the xbox is supposed to suspend game status when turned off, that is as long as the resume games quickly setting and instant on are set to a yes.

I know other people who can resume their games from a suspend state after turning off the system. I gave even watched videos of people doing it successfully.

In dead rising 3, it works for about a minute or so and then it crashes.

Have you heard of any similar situations?

 

Hi Penny!

Thanks for reaching out to us. You may want to try using our support article
Troubleshooting a blank TV screen or monitor while your Xbox One is on. It has some great tips in it and may prove useful. You can also try a

physical power cycle to your console to see if that helps out.

Give this a try and please let us know the results, or if you receive any specific messages or error codes when this occurs.

I hope this helps out!

 

That's definitely a strange bug. While this isn't quite a solution for the situation currently. I would suggest that you report the problem threw the

report a problem tool. As soon as you're able after your console has powered back on after the crash. Submit a report on the issue. This way at least the developers can take a look at the issue and hopefully implement a fix ASAP.

 

Thank you for the information. Unfortunately, I do not see "your screen is blank..." with a selection that would resemble the issue I am having. I have power cycled my system anyway to see if it helps per the "bank screen at home menu", even though that
is not true.

None the less, when the screen turns black, the system immediately shuts itself off so I figure that is the same as a hard reset.

I am able to resume anytime, but the screen only goes black when I try to resume playing a game/app that had been suspended in the background.

 

Thank you, I will do this next time it happens. I also have the "Share detailed information for issues" turned on. (can't remember exact wording, but I turned it on during initial setup.)

 

I will add the the Xbox gets pretty loud when doing nothing at all as well. (Sounds like the fan spinning). This was the case since minute one. It is possible that the system is defective. I will give it another week before exchanging / returning to the
store if the issue still has no resolution.

 

Hello Penny,

If it continues to happen a lot, we recommend doing a soft factory reset in case the cause is software related. When doing the reset make sure to select keep games and apps also make sure you have two important factors in mind:

1. Make sure you have a stable internet connection.
2. Make sure you know email/password for all profiles on the Xbox due to it will delete them from the Xbox. It will not delete all save data completely you will get that back from the cloud, once you download profile again.

Hope this helps.

Thanks,

Brad