Xbox One Splinter Cell & Call of Juarez- 5 minutes in and freezing during tutorial screens

Hey – hopefully someone out there can help me with this, as both Microsoft and Ubisoft have never heard of this issue and have no idea how to help… I bought splinter cell conviction, and five minutes into it during the "Mark and Execute" screen, gameplay
just stops… The background music continues to play, I can pivot the character, but pressing any of the buttons does no good and I cannot progress further into the game. The same issue happened with Call of Juarez - I get to the second step of the tutorial,
it instructs me to execute a certain move, and I can't move and none of the buttons does anything. I have erased and downloaded the game again, cleared the cache, reset the console (3 times!) And basically extinguished all of the options in the script for
anyone you can get a hold of from the chat representatives. Since Microsoft seems to be using the COVID as an excuse to be utterly unresponsive and unavailable to help people who are paying good money for their products- I can't call, email, or do anything
besides very limited chat sessions- I am hoping that somebody out there has experienced this or has any idea as to why these games are just stopping and will not move forward. Please, please help… I'm not all that computer savvy, but my kids are looking forward
to getting this console for Christmas and it is useless if games freeze five minutes into them. As a side note, some games do work, including another Splinter Cell game, so I'm at a loss. Thank you!

:)