XBox Series X Frozen screen (from an advert) - sound runs in background

Andy Mounty · Jul 22, 2023

Hi All,

I have been looking through the questions similar to my issue, but I cant find anything.

What happened is, when I was watching a TV show on the ITVX app the picture froze on an advert and the TV program contained playing sound in the background.

I tried to load a game from a disc and you can here the game music, but it remains frozen on the advert picture.

I have tried the hard reset with the BIND and Eject button, but still remains frozen on the advert screen.

I am unable to do the USB solution as I don't have a windows computer, I use Mac's.

Can anyone help or point me to a post that might help.

Thanks

Andy

:)

Zach Seery

I am having this same issue. My xbox series X has had zero issues for the life of it. I just logged into my account, started booting up rocket league, and the screen froze on the loading screen for rocket league. I tried a hard reset, switching the hdmi cord, and even switching the hdmi port. It is still frozen on this screen. I can press the middle button on my controller and hear that it is registering the buttons i'm pushing. It is just frozen on this screen. My tv is working normally, it is only the xbox that is having this issue. This happened out of nowhere.

Andy Mounty

Thank you for replying, I wasn't able to get into any menu, it was like a frozen pic on top of everything working ok behind.

I contacted Microsoft chat and it turned out to be the HDMI cable, when I swapped the one which came with the Xbox when I bought it in march with a spare I have, it worked normally.

Darhyl Mayte Amizola

Thank you for the information.

I am glad that it is working now! If you don't have any more questions, feel free to choose a rating, and have a great day!

Darhyl Mayte Amizola

Hey Andy!

Nice to meet you! I'm Darhyl, an Independent Advisor. I'm sorry you are experiencing this on your Xbox Series X console. I am here to help.

If I may ask, are you able to restart your console and navigate through the console dashboard with no problem?

If your Xbox Series X has frozen and become unresponsive, the best thing to do is perform a power cycle or hard reset. To do this:

Press and hold the power button on the front of your console. Keep it held for around 10 seconds. This will turn the console off. A short press will simply put your console into sleep mode, which isn't the same thing.

Once you've turned off your console, disconnect your power cable and leave it disconnected for another 10 seconds or so. This will reset the power supply.

Then, reconnect your power cable.

Finally, press the Xbox button on your controller, to restart your console.

If the power cycle works and you have succeeded in navigating through the console dashboard, I would highly recommend you perform a factory reset keep my games and apps:

Before you proceed with your Factory reset I just want to inform you that you will only choose Reset and keep my games and apps to make sure your saved data won't be deleted permanently and also all of the accounts that are set as home Xbox will be removed and all signed in accounts will be signed out from the console.

To reset your console without losing your game data, follow these steps:

NOTE: This will remove the profiles on your console, make sure that you remember the email and password to your account.

1. Press the Xbox button to open the guide.

2. Select Settings.

3. Select System.

4. Select Console info

5. Select Reset console.

6. Select Reset and keep my games & apps

Once you're done, check if the screen freeze will still occur in-game or while using an app.

Reference link: https://support.xbox.com/en-US/help/hardware-ne...

ChumpGoon97

Been happening for 3 days now. Frozen white screen instead of advert. Microsoft please resolve.

XBox Series X Frozen screen (from an advert) - sound runs in background