When you are playing a game on the Xbox video game system, the game consistently stops responding (freezes) at the same point.

Important This issue is separate from when the console stops responding and you receive an error message, such as the "dirty disc" error message. If an error message is displayed, search for the error message.

ImportantThis article is intended to troubleshoot an issue with just one game. If multiple games are freezing or locking up, use the following KB article to troubleshoot the issue:

For additional information about freezing or locking consoles, click the following article number to view the article in the Microsoft Knowledge Base:

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Try the following:

1.	Hold disc by the edges without touching the surface withyour fingers. Clean the disc with a soft cloth, lightly wiping from the centeroutwards. Do not use solvents or chemicals to clean the disc. Examine the discfor any visible signs of damage.
2.	Verify whether the Xbox console clock is set correctly. • Turn on the Xbox console without a disc in the drive. • Press the directional pad up or down to select Main Menu, and then press A. • Press the directional pad up or down to select Settings, and then press A. • Press the directional pad up or down to select Clock, and then press A. You can see the date and time from this screen. Correct the date and time as neccessary.
3.	Try to play the game again. If this does not work, you cantry to clear the game cache on the Xbox hard disk. If you have a Xbox Memory Unitavailable, copy the game cache for this game from the Xbox harddisk to a memory unit: a. Insert a memory unit into a controller connected to yourXbox console. b. Open the disc tray and remove any disc, ifpresent. c. Close the disc tray and re-start your Xbox console. d. Select Memory from the main Xbox Dashboard, and then press the A button. e. Select Xbox Hard Disk, and then press the A button. f. Locate and select the game you want to back up in the list of games. g. Select the appropriatesave game icon. The Save game icons are located to the right of the game icon. Eachsave game is identified with a name, date, time, and size. h. Press the A button to display the Copy/Delete menu for the save game. Note: If Copy is not available, you have not chosen a save gamefile. i. Select Save, and then press the A button. j. Press the A button again to save to the appropriate memory unit. k. As soon as the copy is complete, press the B button to return to the list ofsave games. l. Repeat these steps as needed to back up your other savedgames for this game. If you do not have a memory unit, deleting the game cache removes your progress in the game, high scores, and other information. To find the game cache, follow these steps: a. Open the disc tray and remove the any disk, ifpresent. b. Close the disc tray and re-start your Xbox console. c. Select the Memory option from the Dashboard. d. Select the Xbox Hard Disk. e. Locate and select the game in the list of games.
4.	Select the large game icon to the left of the list andpress the A button.
5.	Press the Abutton again to delete the game cache file. Note: Delete should be theonly available option. If Copy is available, you have chosen a game save fileand not the game cache file. Press the B button to return to the list, and then select theleftmost icon.
6.	Select Yes to permanently delete the game cache, and then press the A button.
7.	Confirm that the icon is no longer listed, and then re-start yourXbox console.
8.	Insert the game disc, and then either load your latest saved gamefrom the memory unit, or play the game from the beginning.

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Additional Support

If the steps in the previous section did not resolve your issue, your console may have to be serviced. Please follow this link to confirm whether phone or online support is offered in your country to initiate an exchange order for your console:

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