Please try the following:
■ Exit the game and restart it.
If you can't close the game by selecting the "X" in the upper right corner of the screen (this will exit the game), press "Ctrl+Alt+Del," then select "Task Manager." In Task Manager, choose the game that needs to be closed and click "End Task."
■ Restart your device.
Restarting your Windows device will reset anything that might have caused the game to freeze or become unresponsive while running in memory.
Press the Start button, then select "Power," and finally choose "Restart." Once your device has restarted, sign in and restart the game.
■ Check for updates to Windows software and drivers on your device.
If the game is freezing or becoming unresponsive, it might be necessary to get the latest updates for your Windows device. Check for the latest software updates for your device, including video drivers.
For more details, please check the following page (you will be redirected to the Microsoft website): https://support.microsoft.com/en-us/topic/installation-updates-2f9c1819-310d-48a7-ac12-25191269903c?ui=en-us&rs=en-us&ad=us
■ Confirm the system requirements for the game.
Some games have specific minimum system requirements for Windows 10/11 devices. If the game is freezing or becoming unresponsive, make sure that your device meets the minimum requirements for running the game smoothly.
Press the "Search" button at the top of the Xbox app, enter the game's title, and select it from the results. Choose the "See more" tab, and compare the information inside with your device's system information to ensure your device meets the minimum requirements to play the game.
■ Ensure that you are connected to the internet.
If the game requires an internet connection to play, a lost connection during gameplay can cause issues. Normally, the game will display a notification if the connection is lost. To check if you are connected:
*Press the "Search" button on the taskbar, then select "Settings" and "Network & Internet." Confirm that your network is listed as "Connected."
■ Try uninstalling the game and then reinstall it before testing it again.
Game files can become corrupted or altered if your device has been infected with malware or if you've run game modification programs. If the game is freezing or unresponsive, uninstalling and then reinstalling it will replace the game's executable file.
On the Xbox app home screen, on the left, right-click on the game you want to use, and select "Uninstall game." To reinstall the game, follow the steps in the "Install PC games" section on this page.
Please be cautious not to accidentally delete your save data.
If trying the above steps does not improve the situation, please contact us. When you do, it would be helpful if you could provide the following information to assist in troubleshooting:
Purchase date:
Screenshot of the purchase history:
Type and model of your PC:
Device language settings:
Game language (Traditional Chinese/Simplified Chinese/English):
Game version number/code:
If there are multiple versions (Standard, Best, Deluxe, etc.), please specify:
Let us know the version of your Xbox app.
If you have any screenshots or information showing the issue, please provide them.
Please detail the steps leading up to the problem as best as you can recall: