Xbox 360: The screen freezes (907586)


The information in this article applies to:

  • Microsoft Xbox 360
  • Xbox Video Game System

SYMPTOMS

When you play a game, use the Xbox Dashboard or the Xbox Guide, or wait for the console to start, the screen may freeze, but you do not receive an error message, and no lights flash on the console to indicate a problem.

Note If you receive an error message, this article is not about the problem that you are experiencing. Search for the specific error message in the Microsoft Knowledge Base.

THINGS TO TRY

  1. Restart the console.
  2. Determine whether the issue has occurred more than one time. If this case is the first time that you have experienced this behavior, the issue may not occur again.
  3. Determine whether the Xbox 360 console is overheating. Make sure that the console is not in a poorly ventilated environment or near a heat source. Heat sources include TVs, computers, monitors, and other electrical devices.
    • If the Xbox 360 console is in a poorly ventilated location, move it to a location that has sufficient ventilation, such as on top of a table or on the floor. If the issue is resolved, the previous location likely did not provide sufficient ventilation for the Xbox 360 console to correctly function.
    • View the Xbox 360 instruction manual for information about correct placement of the console.
  4. Make sure that the Xbox 360 console is set to the correct time and date.
  5. Power down the system, and then remove all the connected accessories that are attached. This includes the Xbox Hard Drive. Test to see whether the problem still occurs.
  6. If the issue occurs with offline games only, go to step 7. If the problem only occurs with games when you are play online with Xbox Live, the issue could be related to connectivity to the Internet. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

    909817 You experience poor performance on Xbox Live whether you use an Xbox 360 console or an original Xbox console

  7. If your console is a PAL console, try setting your PAL setting to PAL 60. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

    917304 Xbox 360: Your Xbox 360 console is set to PAL 50 Hz and you cannot play an Xbox 360 game on your console

  8. Determine whether the issue is related to discs:
    • If the problem occurs when you are using a disc, go to step 9. Otherwise, go to step 11.
    • If the problem occurs on multiple discs, go to step 10. Otherwise, go to step 11.
  9. Determine whether the disc that you are using is the cause of the issue by testing several similar Xbox 360-compatible discs in the console. If the problem occurs with only one disc, search the Microsoft Knowledge Base to determine whether the particular disc has any known issues. Use a disc of the same type, such as a game disc, a DVD movie, or a music CD, to test whether the problem is the specific disc. Also, for specific disc issues, check the disc for any visible signs of damage or if the disc is dirty. Hold disc by the edges without touching the surface with your fingers. Clean the disc by using a soft cloth, lightly wiping from the center outwards. Do not use solvents or chemicals to clean the disc.
  10. If the problem is specific to particular games, try the steps that are outlined in the following Knowledge Base article:

    916110 Xbox 360: You experience gameplay issues with specific Xbox 360 games

  11. If these steps do not resolve the issue, contact Xbox Customer Support. For more information about how to contact Xbox Customer support, visit the following Xbox Web site:

    http://www.xbox.com/support

Modification Type:MajorLast Reviewed:8/16/2006
Keywords:kbxboxext kbXboxPeripherals kbXbox360PacRimPortal kbXbox360EuropePortal kbXbox360AmericasPortal kbXboxConsole kbPubTypeKC kbtshoot KB907586
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