Xbox one won’t load any games past title screen

Hello diana,

Thanks for posting on the Xbox forums. We understand that your Xbox One is stuck on a black screen when you try playing games or watching movies. We recommend

performing a soft factory reset. This type of factory reset will keep all games and applications installed, but it will remove all the profiles from the console. Be sure to let us know the results diana!

This is a problem for every game I try to play digitally or through disk. I personally could care less about xbox pre-order problems if I can't even play games that own when I want to. To top it off the lack of customer service is pissing me off. I dont
need that generic bs about troubleshooting shooting i want MS to make this right. Fix it now or give my money back.

Hello there @Alharmon1, I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support. I am sorry to know about the console situation, but I want you not to worry about it because I am here to help you out! I believe your console might need either a network reset or just a system refresh.
I would like you to go through the following steps to clear the Mac address and then perform a quick power cycle on your console:

Settings > Network Settings > Advanced Settings > Alternate Mac Address > Clear it and the console should restart. It would definitely help if you could restart the internet router while the console is restarting.

After going through the troubleshooting steps mentioned, I invite you to perform a quick power cycle by turning off the console and then unplugging all the cables. After 2 to 3 minutes, re-plug them back again, then restart your console to check if it's
installing this time.

Another thing you should check is your NAT type. I would like you to check your NAT type if open because that could sometimes interfere. to check for the NAT type you can follow the steps below:

Settings > Network Settings > NAT type => It should be open.

If the NAT type is not open, you will need to open some ports with your internet provider. These ports must be open for Xbox Live to work: Port 88 (UDP) Port 3074 (UDP and TCP) Port 53 (UDP and TCP) Port 80 (TCP) Port 500 (UDP) Port 3544 (UDP) Port 4500
(UDP).

In case the issue still persists after the previous steps have been performed here is the official link to all the network troubleshooting steps that can help sort this out for you.

The link: Troubleshoot your Xbox One network connection | Xbox Support

In case the issue still persists, the next step would be to perform a reset on the console. To do so you will need to follow the steps below to perform a reset on the Xbox :

Settings > System > Console Info > Reset This Xbox > Reset and Keep my Games and Apps.

Note =>The "Reset and Keep my Games and Apps" option will not cause losing your games, but please be aware that you need to be completely aware of the email address as well as the password of your account before going for it because it will require you
to sign in to the account.

I wish you a lovely day, and I hope this helps you out! All the best!

Kind Regards

Stay safe, and happy gaming!

Feel free to give us your feedback by voting below if the reply was helpful!

Hi Grantbt,

Thanks for reaching out to the forums. We see you are having game issues. We recommend the guide for game
issues solutions. Make sure to try all steps and let us know how it goes.

Thanks,

Brad

Hi, I hope you're doing great out there despite the issue that you're experiencing. I am an Independent advisor and I am here to help you in regards to your concern.

I apologize but the last resort will be resetting the console keeping games and apps. Don't worry because as long as you're connected to Xbox Live your saved progress, games, will not be deleted. It will remove all of your accounts but you can add all of them later on.

Press the Xbox button to open the guide.

Select Profile & system > Settings > System > Console info.

Select Reset console.

Reset and keep my games & apps.