xbox one black screen following update - can't do factory reset or offline update - please help

Hello, My name is Jesse. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

- Power off your console, and then unplug the power cord to ensure that the console is completely powered off.

- Wait 30 seconds, and then plug the power cord back in.

- Press and hold the Pair button (located on the left side of the console) and the Eject button (located on the front of the console), and then press the Xbox button on the console.

- Continue holding the Pair and Eject buttons for 10-15 seconds.

- Listen for two “power-up” tones a couple of seconds apart. You can release the Pair and Eject buttons after the second power-up tone.

- The console should power up and take you directly to the Xbox Startup Troubleshooter.

If your console doesn't have an Eject button, you can bring up the Xbox Startup Troubleshooter on this console by holding only the Pair button (steps 3 & 4) and then pressing the Xbox button. Continue holding the Pair and Eject buttons for 10-15 seconds.

- Once you see the Startup Troubleshooter, select Factory Reset and then choose "Keep Games and Apps"

- Once the Reset is complete, you'll be prompted to sign into your console using your Microsoft account credentials, after which you'll choose your preferred settings and your console should display normally again.

NB: A factory reset keeping games and apps will not delete your game saves as they are backed up in the cloud and will resync once you've signed in.

Hope this helps.

Jesse.

Hello @AminShirjoo!

If your console remains stuck on the black screen for at least 10 minutes, please try to Perform an offline system update. If you wait 10 minutes or longer and the black screen eventually transitions to another screen (for instance, to the Home screen, an image of the Xbox controller, or the “Choose your Time Zone” screen), restore your console to factory defaults. To do this, follow the steps at: How to reset your console to factory defaults on Xbox and please Reset and keep my games & apps. This will reset the OS and delete all potentially corrupted data without deleting your games or apps.

Hello Night0wl123,

Thank you for posting here on the Xbox forums. We understand that your Xbox has been freezing when you open the guide menu, and after an attempt at a factory reset your console doesn't pass the green screen anymore. Is this correct?

We recommend trying out an offline update. Check out this link: I need help with system updates on my Xbox One

Select "I need to update my console offline" and then continue following the steps. Please note that when you reach the "Troubleshooting screen" you can also choose to factory reset your console there. It could be worth a try before attempting the offline
update.

Hope this helps!

got a random update on my Xbox one and now my screen is completely black. I've done multiple steps on how to remove it but every time i turn it back on the screen is still black. someone help

I've solved this problem with returned my console to factory settings.

Follow the steps, but remember you will lose all in Hard disk.

https://support.xbox.com/en-US/help/hardware-network/console/reset-console-to-factory-defaults

I think if you update offline your console, maybe the problem will be solved.

Are you able to get the troubleshooting screen?

Have you recently installed a system update? It may have failed.

Excerpt from System update solution

If you've just powered on your Xbox One console, and you see a black screen instead of the green Xbox startup animation screen, leave your console on the black screen for at least 10 minutes to see what happens.

Note A black screen doesn’t always mean that there’s an error. During startup, your console runs a full system check, validating the firmware and the operating
system. These checks run in the background and can take several minutes to complete.

If your console remains stuck on the black screen for at least 10 minutes,

perform an offline system update.

If you wait 10 minutes or longer and the black screen eventually transitions to another screen (for instance, to the Home screen, an image of the Xbox controller or the “Choose your Time Zone” screen), restore
your console to factory defaults. To do this, follow the steps at
How to reset your console to factory defaults on Xbox One.