Xbox One S Randomly Shuts Down During Gameplay

Hey Steven and Tarzuk,

I have a similar problem with my original xbox one randomly either shutting down, or quitting to home screen during gameplay. It is extremely frustrating. I've done the hard restart, soft and hard factory reset, got a new power supply box/cable. None of
it works.

Is there anything else to try?

Thank you!

It's not with the game launching, the game launches fine. It shuts down during gameplay

Hi Dreama,

Thank you for posting in Microsoft Xbox Community. I'm sorry to hear that you're having issues where your Xbox randomly shuts down, regardless of the game you're playing. The best way to avoid game crashes or freezing is to make sure the software on your Xbox is up to date. Follow the steps below to check for updates.

Select the Home button in the center of your controller.

Select Settings.

Select System.

Available updates will be listed under Console info.

If your system is up to date, I would recommend that you perform a power cycle to reset the console's power supply, kindly follow the steps below.

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. Unplug the console's power cable. Wait 50 seconds.

Important: Make sure that you wait at least 50 seconds. This step resets the power supply.

3. 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.

Important If your console is in Sleep mode, the above steps will shut the console off completely. Sleep mode, or the ability to turn on your console by saying "Xbox on," won't be enabled until you restart the console.

Allow me to add two things that you might want to consider:

1. Ensure your Xbox One console is in a cool, well-ventilated place. - Make sure the console is free of clutter and that no vents are obstructed

2. Inspect the power cable—Are you using the right one? It should have been included with your Xbox. Also, is the power cable completely and firmly connected to both the power outlet and console?

3. Check the power outlet—Does anything else power on when connected to the same outlet? Try plugging in another electronic device to see if it works. And if you're using a power strip or surge protector, make sure it's receiving power through its outlet too.

If all else fail, I would recommend that you create a service request ticket through this link for possible repair or warranty claims: https://support.microsoft.com/devices

Regards,

Alvaro

Hello!

Thanks for reaching out to us here on the forums with this situation. I understand you're having issues with your console shutting down unexpectedly is that correct? Take a look at this helpful support article:

Troubleshoot Xbox One unexpectedly turning off. If the steps listed within the support article don't resolve your issue you may want to consider:

Getting your Xbox console or Kinect sensor serviced.

Hope this helps!

Sounds like it may be overheating. Make sure all vents are free of dust and debris and the console is well ventilated. It sounds like you have already done everything correctly and if this continues you should go to your account/devices and set it up
for a repair. If you need assistance you can contact
Xbox Support.