How to Fix Xbox One Games Freezing or Crashing

Introduction

Xbox One.
If you're experiencing game freezes or crashes while playing a video game on your Xbox One console, this guide can take you through some troubleshooting steps that may resolve these issues.

1 Restart Game

  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  3. And select Quit.
    Quit option highlighted in context menu.
  4. Relaunch the game.

? Is the issue resolved?

  1. Yes
  2. No, let's restart the console

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Xbox One.
If you're experiencing game freezes or crashes while playing a video game on your Xbox One console, this guide can take you through some troubleshooting steps that may resolve these issues.
  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  3. And select Quit.
    Quit option highlighted in context menu.
  4. Relaunch the game.

From the console

  1. Press and hold the Xbox button on the front of the console for approximately 10 seconds or until it turns off.
    Power button pointed out on Xbox One.
  2. Press the Xbox button to turn it back on.

From the controller

  1. Press and hold the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select Turn console off from the on-screen prompt.
    Turn console off option highlighted in on-screen prompt.
  3. Press the Xbox button to turn it back on.
  1. Press the Xbox button on the controller.
    Placement of Xbox button on gamepad pointed out.
  2. Go to the System tab.
    System icon pointed out in Xbox One menu.
  3. Then go to Settings.
    Settings option highlighted in Xbox One menu.
  4. Then go to Network.
    Network option highlighted in Xbox One settings.
  5. And then go to Network Settings.
    Network Settings option highlighted in Xbox One settings.
  6. This screen is divided into three columns. From the right side column select Test network connection.
    Test Network Connection option highlighted in Xbox One network settings.
  7. If the test is successful, you should see a message that says Everything is good. Otherwise you should be getting an error message stating what the problem is.
  1. Press the Xbox button on the controller.
    Placement of Xbox button on gamepad pointed out.
  2. Select Home.
    Home option highlighted in Xbox One menu.
  3. Select the gamerpic in the top left corner of the screen.
    Gamerpic highlighted in the top left corner of the Xbox One home screen.
  4. Locate the profile you want to use and select Choose this person.
  1. Push the Xbox guide button on your controller.
    Xbox button pointed out on controller.
  2. Select Settings.
    dashboard with settings highlighted
  3. Select Account > Remove accounts.
    settings with account, remove accounts highlighted
  4. Select one of your accounts you see listed.
  5. Select Remove.
    remove dialog with remove highlighted
  6. Repeat these steps for any other accounts listed.
  1. On your controller, press the XBox button to open the guide.
    Xbox button.
  2. Highlight the gamerpic in the upper-left corner to open the account list. If no profile or account is loaded, you will have an option to sign in your Microsoft account.
    Xbox Home screen with gamer pic selected. Screenshot.
  3. Choose a color. This will be the color scheme for the Xbox home screen.
    Choose a color selection screen. Screenshot.
  4. View your completed profile. If you didn't already have an Xbox Live account, the Xbox One automatically generates a username and gamerpic for your account.

Your game saves are automatically stored in the cloud while you’re connected to Xbox Live. If you delete the local game saves from your console, they will be re-synced with the cloud game saves once you reconnect to Xbox Live.

  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select My games & apps from the menu.
    My games & apps highlighted in Xbox menu.
  3. In the right pane, highlight the game you want to delete the saved games for.
    Installed games on Xbox One.
  4. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  5. Select Manage game from the pop-up menu.
    Manage game option highlighted in context menu.
  6. In the left pane, go to Saved data.
    Saved data option highlighted in Xbox One menu.
  7. In the right pane, select the gamertag for which you want to delete the saved games.
    List of gamertags for selected games.
  8. Then choose Delete from console.
    Delete from console option highlighted on prompt.

From the console

  1. Press and hold the Xbox button on the front of the console for approximately 10 seconds or until it turns off.
    Power button pointed out on Xbox One.
  2. Press the Xbox button to turn it back on.

From the controller

  1. Press and hold the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select Turn console off from the on-screen prompt.
    Turn console off option highlighted in on-screen prompt.
  3. Press the Xbox button to turn it back on.
To better assist you, please answer this question.

For the Xbox One console to work as intended, it has to be positioned properly. The proper position depends on the console model:

For Xbox One Original

  1. Place the console horizontally.
    Correct horizontal position for Xbox One original.
  2. Do not place the console vertically.

For Xbox One S or X

  1. The console can be placed horizontally. This position offers the most stability.
    Correct horizontal position for Xbox One S or X.
  2. The console can also be placed vertically. The proper stand is required when using the console in this position.
    Correct vertical placement for Xbox One S or X with stand.
  3. Do not place the console vertically without the proper stand.
    Incorrect placement

Keep these in mind when placing the console:

  • Place the console on a stable surface.
  • Do not place the console on speakers or subwoofers.
  • The console should be in a well-ventilated, relatively cool place and away from direct heat sources.
  • The space should be uncluttered. Do not put other objects on, under, or right next to the console to avoid blocking the vents and cause your console to overheat.
    Incorrect placement of object on top of console
  1. Hold the disc by the edges without touching the top or bottom surfaces.
    Proper way to hold a disc being shown.
  2. Inspect the disc for dirt, scratches or visible defects.
  3. If the disc is dirty, use a soft, clean, slightly damp cloth to clean it by lightly wiping from the center of the disc outward.
    Proper way to clean a disc being shown.

    Use water only. Do not use solvents to clean the disc.

  4. If the disc still can't be recognized or played, try it in another unit of the same type or try another disc of the same type in the unit.
To better assist you, please answer this question.

This reset method erases all accounts, saved games, settings, home Xbox associations but keeps installed games & apps.

  1. Power off your console, and then unplug the power cord to ensure that the console is completely powered off.
  2. If your console uses one, also disconnect the Ethernet cable attached to your console at this time.
  3. Wait 10 seconds, then plug the power cord back in.
  4. For this procedure, you will need to locate the Bind (1), Eject (2) and Power (3) buttons on the console. These buttons are in different locations on each model of the Xbox One:

    On Xbox One Original

    Bind, Eject and Power buttons highlighted on Xbox One Original.

    On Xbox One S

    Bind, Eject and Power buttons highlighted on Xbox One S.

    On Xbox One X

    Bind, Eject and Power buttons highlighted on Xbox One X.
  5. Press and hold the Bind button and the Eject button at the same time, then press and release the Power button.
  6. Continue holding the Bind and Eject buttons for 10-15 seconds.
  7. Listen for two “power-up” tones a couple of seconds apart. You can release the Bind and Eject buttons after the second power-up tone.
  8. The console should power up and take you directly to the Xbox Startup Troubleshooter. From there select Reset this Xbox.
    Reset this Xbox option highlighted in Troubleshooter.
  9. After that select Keep games and apps. This option will reset the operating system and delete all potentially corrupted data without removing your games and apps.
    Remove everything option highlighted when resetting Xbox.

Uninstalling the game will remove all add-ons and local game saves as well.

  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select My games & apps from the menu.
    My games & apps highlighted in Xbox menu.
  3. In the right pane, highlight the game you want to uninstall.
    Installed games on Xbox One.
  4. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  5. And select Uninstall.
    Uninstall option is highlighted in context menu.
  6. Confirm by selecting Uninstall.
    Uninstall option highlighted on confirmation prompt.

From the console

  1. Press and hold the Xbox button on the front of the console for approximately 10 seconds or until it turns off.
    Power button pointed out on Xbox One.
  2. Press the Xbox button to turn it back on.

From the controller

  1. Press and hold the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select Turn console off from the on-screen prompt.
    Turn console off option highlighted in on-screen prompt.
  3. Press the Xbox button to turn it back on.
  1. Press the Xbox button in the center of the Xbox One controller to open the guide.
    Xbox button. Diagram.
  2. Select Settings.
    System menu with Settings selected. Screenshot.
  3. Select Network.
    Settings menu with Network selected. Screenshot.
  4. Select Go Offline
    Network menu with Go Offline selected.
  1. Insert the game disc into the console.
  2. The game will start installing automatically and you will be notified towards the middle bottom of the screen.
    Installation started notification after inserting game disc.
  3. You will be notified again once the installation is completed.

Deleting game saves from everywhere means you will lose all of your saved progress for the selected game from this console, the cloud, and all other consoles you play on, and you will have to start over. There is no way to recover the game saves if they are deleted using this option. Your online multiplayer stats, ranking or progression will be left intact. You may skip to the end if you prefer not to lose your game saves.

  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select My games & apps from the menu.
    My games & apps highlighted in Xbox menu.
  3. In the right pane, highlight the game you want to delete the saved games for.
    Installed games on Xbox One.
  4. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  5. Select Manage game from the pop-up menu.
    Manage game option highlighted in context menu.
  6. In the left pane, go to Saved data.
    Saved data option highlighted in Xbox One menu.
  7. In the right pane, select the gamertag for which you want to delete the saved games.
    List of gamertags for selected games.
  8. Then choose Delete everywhere.
    Delete everywhere option highlighted on prompt.

Game developers have the ability to build game-specific security into their titles and enforce their community policies to help ensure fair and respectful gameplay. Each developer approaches game bans differently, but generally there is no appeals process.

If you are experiencing gameplay issues, contact the game publisher to verify whether you've been banned from the game. The method by which you are notified of a game ban varies by developer and may include, but is not limited to, the following:

  • You receive an in-game message
  • You receive a connection error when you try to access the online features of a game
  • You cannot access certain game features
Banned from game message.

To install Xbox One updates immediately:

  1. Press the Xbox button to open the guide.
    Xbox button. Diagram.
  2. Select Settings.
    System menu with Settings selected. Screenshot.
  3. Select System.
    Settings menu with System selected. Screenshot.
  4. Select Updates.
    System settings with Updates menu selected. Screenshot.
  5. Select Console update available.

This reset method erases all accounts, saved games, settings, home Xbox associations and installed games & apps. Anything not synchronized with Xbox Live will be lost. You should only use this option as a last resort.

  1. Power off your console, and then unplug the power cord to ensure that the console is completely powered off.
  2. If your console uses one, also disconnect the Ethernet cable attached to your console at this time.
  3. Wait 10 seconds, then plug the power cord back in.
  4. For this procedure you will need to locate the Bind (1), Eject (2) and Power (3) buttons on the console. They are all placed differently on each version:
    • Xbox One Original
      Bind, Eject and Power buttons highlighted on Xbox One Original.
    • Xbox One S
      Bind, Eject and Power buttons highlighted on Xbox One S.
    • Xbox One X
      Bind, Eject and Power buttons highlighted on Xbox One X.
  5. Press and hold the Bind button and the Eject button at the same time, then press and release the Power button.
  6. Continue holding the Bind and Eject buttons for 10-15 seconds.
  7. Listen for two “power-up” tones a couple of seconds apart. You can release the Bind and Eject buttons after the second power-up tone.
  8. The console should power up and take you directly to the Xbox Startup Troubleshooter. From there select Reset this Xbox.
    Reset this Xbox option highlighted in Troubleshooter.
  9. After that select Remove everything. This option will reset the console to factory default settings and remove all data.
    Remove everything option highlighted when resetting Xbox.
  1. Insert the game disc into the console.
  2. The game will start installing automatically and you will be notified towards the middle bottom of the screen.
    Installation started notification after inserting game disc.
  3. You will be notified again once the installation is completed.
  1. On your computer, smartphone, or tablet, visit https://account.xbox.com/.
  2. Sign in with the same username (usually your e-mail address) and password you used on your Xbox.
    Xbox Live Website Signin
  3. Look under Transactions if your game is listed within the last five transactions. If it isn't, click More to see the rest of the transactions.
    Transactions area highlighted and More option pointed out in Xbox Account webpage.

This reset method erases all accounts, saved games, settings, home Xbox associations but keeps installed games & apps.

  1. Power off your console, and then unplug the power cord to ensure that the console is completely powered off.
  2. If your console uses one, also disconnect the Ethernet cable attached to your console at this time.
  3. Wait 10 seconds, then plug the power cord back in.
  4. For this procedure, you will need to locate the Bind (1), Eject (2) and Power (3) buttons on the console. These buttons are in different locations on each model of the Xbox One:

    On Xbox One Original

    Bind, Eject and Power buttons highlighted on Xbox One Original.

    On Xbox One S

    Bind, Eject and Power buttons highlighted on Xbox One S.

    On Xbox One X

    Bind, Eject and Power buttons highlighted on Xbox One X.
  5. Press and hold the Bind button and the Eject button at the same time, then press and release the Power button.
  6. Continue holding the Bind and Eject buttons for 10-15 seconds.
  7. Listen for two “power-up” tones a couple of seconds apart. You can release the Bind and Eject buttons after the second power-up tone.
  8. The console should power up and take you directly to the Xbox Startup Troubleshooter. From there select Reset this Xbox.
    Reset this Xbox option highlighted in Troubleshooter.
  9. After that select Keep games and apps. This option will reset the operating system and delete all potentially corrupted data without removing your games and apps.
    Remove everything option highlighted when resetting Xbox.

Uninstalling the game will remove all add-ons and local game saves as well.

  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select My games & apps from the menu.
    My games & apps highlighted in Xbox menu.
  3. In the right pane, highlight the game you want to uninstall.
    Installed games on Xbox One.
  4. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  5. And select Uninstall.
    Uninstall option is highlighted in context menu.
  6. Confirm by selecting Uninstall.
    Uninstall option highlighted on confirmation prompt.

From the console

  1. Press and hold the Xbox button on the front of the console for approximately 10 seconds or until it turns off.
    Power button pointed out on Xbox One.
  2. Press the Xbox button to turn it back on.

From the controller

  1. Press and hold the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select Turn console off from the on-screen prompt.
    Turn console off option highlighted in on-screen prompt.
  3. Press the Xbox button to turn it back on.
  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select My games & apps from the menu.
    My games & apps highlighted in Xbox menu.
  3. In the left pane, go to Ready to Install.
    Ready to Install highlighted in Xbox One menu.
  4. In the right pane, highlight the game you want to install.
    Installed games on Xbox One.
  5. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  6. Select Install from the pop-up menu.
    Install option highlighted in context menu.
  7. Confirm by selecting Install.
    Install option highlighted on confirmation prompt.

Deleting game saves from everywhere means you will lose all of your saved progress for the selected game from this console, the cloud, and all other consoles you play on, and you will have to start over. There is no way to recover the game saves if they are deleted using this option. Your online multiplayer stats, ranking or progression will be left intact. You may skip to the end if you prefer not to lose your game saves.

  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select My games & apps from the menu.
    My games & apps highlighted in Xbox menu.
  3. In the right pane, highlight the game you want to delete the saved games for.
    Installed games on Xbox One.
  4. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  5. Select Manage game from the pop-up menu.
    Manage game option highlighted in context menu.
  6. In the left pane, go to Saved data.
    Saved data option highlighted in Xbox One menu.
  7. In the right pane, select the gamertag for which you want to delete the saved games.
    List of gamertags for selected games.
  8. Then choose Delete everywhere.
    Delete everywhere option highlighted on prompt.

Game developers have the ability to build game-specific security into their titles and enforce their community policies to help ensure fair and respectful gameplay. Each developer approaches game bans differently, but generally there is no appeals process.

If you are experiencing gameplay issues, contact the game publisher to verify whether you've been banned from the game. The method by which you are notified of a game ban varies by developer and may include, but is not limited to, the following:

  • You receive an in-game message
  • You receive a connection error when you try to access the online features of a game
  • You cannot access certain game features
Banned from game message.

To install Xbox One updates immediately:

  1. Press the Xbox button to open the guide.
    Xbox button. Diagram.
  2. Select Settings.
    System menu with Settings selected. Screenshot.
  3. Select System.
    Settings menu with System selected. Screenshot.
  4. Select Updates.
    System settings with Updates menu selected. Screenshot.
  5. Select Console update available.

This reset method erases all accounts, saved games, settings, home Xbox associations and installed games & apps. Anything not synchronized with Xbox Live will be lost. You should only use this option as a last resort.

  1. Power off your console, and then unplug the power cord to ensure that the console is completely powered off.
  2. If your console uses one, also disconnect the Ethernet cable attached to your console at this time.
  3. Wait 10 seconds, then plug the power cord back in.
  4. For this procedure you will need to locate the Bind (1), Eject (2) and Power (3) buttons on the console. They are all placed differently on each version:
    • Xbox One Original
      Bind, Eject and Power buttons highlighted on Xbox One Original.
    • Xbox One S
      Bind, Eject and Power buttons highlighted on Xbox One S.
    • Xbox One X
      Bind, Eject and Power buttons highlighted on Xbox One X.
  5. Press and hold the Bind button and the Eject button at the same time, then press and release the Power button.
  6. Continue holding the Bind and Eject buttons for 10-15 seconds.
  7. Listen for two “power-up” tones a couple of seconds apart. You can release the Bind and Eject buttons after the second power-up tone.
  8. The console should power up and take you directly to the Xbox Startup Troubleshooter. From there select Reset this Xbox.
    Reset this Xbox option highlighted in Troubleshooter.
  9. After that select Remove everything. This option will reset the console to factory default settings and remove all data.
    Remove everything option highlighted when resetting Xbox.
  1. Press the Xbox button on the controller.
    Xbox button pointed out on controller.
  2. Select My games & apps from the menu.
    My games & apps highlighted in Xbox menu.
  3. In the left pane, go to Ready to Install.
    Ready to Install highlighted in Xbox One menu.
  4. In the right pane, highlight the game you want to install.
    Installed games on Xbox One.
  5. Then press the Menu button.
    Menu button pointed out on Xbox controller.
  6. Select Install from the pop-up menu.
    Install option highlighted in context menu.
  7. Confirm by selecting Install.
    Install option highlighted on confirmation prompt.
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