Xbox one S freezing up

Hello Rhys,

Before it is determined that the console will need a repair, can you maybe provide if the technician over the phone provided any other troubleshooting?

A very common troubleshooting step here is a soft factory reset:

Reset and keep my games & apps. You should use this option as your primary choice when troubleshooting. It will reset the OS and delete all potentially corrupted data without deleting your games or apps. This will save you from downloading
or reinstalling the large game files.

Note: This will remove all profiles from the console, so be sure that any/all profiles can be signed into with their credentials.

Try this and let us know if this works.

Best wishes!

Hi Javier,

Thanks for the reply and advice. I tried everything you suggested without results as the reason is a broken Hard Drive. After spending 3/4 of an hour waiting to speak to customer services I was then told it was 1 month out of warranty then disconnected!!
I then called straight back and waited another hour to be told the same and there was nothing they could do, in fact I would be better off getting the console repaired independently as it would be cheaper?? then when I asked to speak to someone about my issues
with the age of the console, again I had the call disconnected!! Great customer support, anyway I have replaced the hard drive and got it back today at a cost so fingers crossed it works. I certainly wont be buying an Xbox again.

Thanks Rhys

Hi,

Thanks for the advice but tried everything and no luck!! I have been told it may be a broken hard drive. I have tried to contact Microsoft and all they say is it will cost me £130 to repair. It is only 14 months old and realistically only used for an hour
or so most days. The console hasn't been abused and in all honesty I am disgusted!! I am not a computer orientated person and have tried all of the offered solutions and haven't got anywhere. This product is useless and I cannot even speak to anyone it has
to be an online chat. Never again.

Hi there,

Thanks for reaching out to us today. I'm sorry to hear about the current issue with the Xbox one S freezing. Now, I know you mentioned to have tried troubleshooting steps but we need to narrow down a bit more on what you've done to know what's next. Also,
do you get any errors that show up when the console freezes?

Have you gone over our article
' I need help with system updates on my Xbox one?"

If not, I suggest for you to go over the steps in the article.

When you click the article choose the option 'I NEED TO TROUBLESHOOT A SYSTEM ERROR'

Next choose your Version of the Xbox One

Next choose I'm experiencing a startup issue.

Choose Green Startup animation

Select NO

Choose to perform an Offline system update and follow the next steps it guides you through

Let us know how it goes.

Hi there Rhys

It's hard to say but I think it might be needing a update due to a issue with last update if that doesn't work trying a repair if it still under warranty. Hopefully the offline update might fix the boot up side of things

system update:

https://support.xbox.com/en-US/xbox-one/console/system-updates-solution

Repair

https://support.xbox.com/en-US/browse/xbox-one/warranties-and-repair