Frequent black screen crashes when playing games through xbox app

Hello MrDonkey19,

We appreciate you for bringing this up to Xbox Community Forum.

We understand that you are experiencing frequent black screen crashes when playing games through Xbox app. Let us check on this together and sort this out. We will do to the best in our capability to assist you with your concern and help you back to gaming.

An outdated graphics drivers can also be the reason why your computer black screen crash while playing games. To update graphics drivers, the easier way is to use the application provided by the company of the graphics card manufacturer. For Nvidia, it is GeForce Experience that takes care of all your graphics drivers.

As per description, you have done some of the basic trouble shooting to resolve the issue but still the problem persist. So, let's try this, first, make sure your windows and all its services are up to date: (You may skip the process if you have tried it already)

• Open Settings, click Update and Security and then Windows Update;

• Click Check for Updates;

• Click the Download and Install Now option, if available;

• Also, check the Microsoft Store for any updates on the Xbox apps and its services.

Then try this:

• Go to windows settings > apps > search for gaming services app > click on it and select advanced options.

• After that, click repair and then restore, open the app and try again.

• Then do the same for the Xbox app:

• Go to windows settings > apps > search for Xbox app > click on it and select advanced options.

• After that, click repair and then restore, open the app and try again.

If it still doesn't work you're going to uninstall the games services using a powershell command.

• In the windows search bar type Powershell > Right click and select open as administrator > Type the command: "get-appxpackage Microsoft.GamingServices | remove-Appxpackage –allusers" > Wait for the process to finish and then restart the PC, then open your Xbox gamepass app, it will ask you to install the gaming services again, install it and try again.
  Then, after you do it, you're going to open the game pass app, it will ask you to download and install the game services again

If neither of those procedures works, try to restore your PC's OS via the ISO image tool, using that tool you will be able to maintain your installed games and files.

If you're using Windows 10: https://www.microsoft.com/en-us/software-downlo...

If you're using Windows 11: https://www.microsoft.com/en-us/software-downlo...

You may also try to visit this link for more information.

• Official GeForce Drivers | NVIDIA

• GeForce Product & Technical Support | NVIDIA

We hope it worked out well for you. If not, please reply back to this forum to let us know. We will be glad to follow up and help you.

Have a great day ahead.

Sincerely,

Geri M.

Xbox Forum Moderator

Microsoft Community

Hello and thanks for the response.

I have attempted all of the suggested steps except reimaging Windows. I have done that previously and it did not resolve the issue.

However, I might have found a workaround that allows me to play these games without crashing. I uninstalled the Asus motherboard utilities that were installed and have not crashed since. Specifically I removed ROG Live Service, Armory Crate, and any related utilities. I was able to leave the AURA Service and iCUE plugin installed to control RGB on the motherboard via iCue.

I don't consider this a full fix, but it works for now. The ASUS and Xbox/Microsoft services must be conflicting in some way that doesn't happen when I run games through Steam.

I may have spoken too soon. I was able to play a relatively long session with no issues, but occasionally the crash still occurs. This makes me think that the Xbox app is the main culprit

Hello MrDonkey19,

We really appreciate for your time and effort. However, in your isolated case, we would like you to submit a bug via the Xbox App on PC.

Submitting a bug through the Xbox App

1. Navigate to the top left of the application and select your gamerpic icon

2. Select “Feedback” in the drop-down menu

3. Select “Report a problem”

4. Click Give new feedback

5. Add [Xbox Forum] in “Summarize your feedback” followed by a feedback summary

a. Summary should be descriptive and fully detailing the error you are receiving. Links redirecting to this forum post will not be accepted and will cause a delay in your feedback submission.

6. Category should automatically be selected.

7. In the "add more details" category, you will have the option to "Recreate my problem". Recreating the problem will help us further pinpoint the error you are receiving.

8. Once complete, post the title of the bug report along with the submission date in this thread.

Please make sure to record the session of the Game Crashing and Black Screen as you mentioned.

In addition, we also need the following information below.

• Xbox App Version

• Game Services version

• Gamer Tag

• MS account

Hello MrDonkey19,

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)