Bungie Answered
[Xbox Series X] 40+ Hard Crashes & Dashboard Kicks Since Mid-Season 1 — FIx/Loot Compensation Request
Bungie Account Name: Rage Through#1861
Platform: Xbox Series X
Issue Type: Hard Crash / Kicked to Dashboard / Loot Loss
First Occurrence: Mid-Season 1
Total Occurrences: 40+ times and ongoing
Since mid-Season 1, Marathon has been causing repeated hard crashes on my Xbox Series X — either kicking me directly to the dashboard or shutting the console off entirely with no warning and no error code. This has happened over 40 times across multiple sessions and maps. No other game on my console causes this behavior.
CONFIRMED NOT A CLIENT-SIDE OR HARDWARE ISSUE:
Internet connection is stable and consistent — no drops, no lag
No other game on my Xbox Series X crashes, disconnects, or behaves abnormally
Console shows no overheating indicators
Hardware is clean, maintained, and in full working condition
Issue persists after clearing game cache, reinstalling Marathon, and restarting console
Crashes occur mid-run, in combat, between actions, and at exfil — no consistent trigger, pointing to a server/game-side fault
LOOT LOST:
Across 40+ crash-interrupted runs since mid-Season 1, I have lost high-rarity kits, purple shields, purple weapons, high-value gear, and end-of-run loot that was actively in my possession at the time of each crash. I am prepared to provide further session-specific details upon request.
RELATED COMMUNITY REPORTS:
This is not an isolated issue. Multiple Xbox Series X players have reported identical crash and dashboard kick behavior in Marathon.
COMPENSATION REQUEST:
Per Bungie's stated policy of returning gear lost due to server-side errors and game-side bugs, I am formally requesting compensation for all high-rarity and standard loot lost across these 40+ crash-interrupted sessions. This issue has persisted since mid-Season 1 with no resolution. I have taken every available client-side troubleshooting step and the problem remains. The fault is clearly on the game/server side.
I am happy to cooperate fully with any investigation, provide additional clips, session timestamps, or account details needed to process this request.
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Comments
Hi there,
Thanks for reaching out.
I'm sorry to hear that you are having issues with the game stability when trying to play the game.
Support is unable to restore any lost loot, and any refunds that can be offered are handled automatically by the game systems, not manually through support. While we're unable to manually return lost loot, we have a system in place that automatically refunds gear lost to a subset of server errors.
If you continue to experience this crashing after reinstalling the game, then please let us know if you're seeing any error codes when it occurs, and we'll review.
Hi Bungie Support,
Thank you for the response.
I want to address the troubleshooting steps directly:
I have already completed all of the following multiple times prior to this report:
Reinstalled Marathon twice
Cleared my Xbox cache
Restarted the console
Confirmed stable internet connection with no issues on any other game
Confirmed no hardware faults, overheating, or Xbox system errors
The issue persists after every one of these steps. This rules out any client-side or hardware fault on my end entirely.
Regarding error codes — the crashes produce no error code. The game either kicks directly to the Xbox dashboard or shuts the console off with zero warning. No error screen, no code displayed.
Since you've confirmed that your system automatically refunds gear lost to server errors, I want to formally confirm: given that all client-side causes have been eliminated, these crashes are occurring due to a game or server-side fault. That means the loot lost across my 40+ crash-interrupted sessions since mid-Season 1 should qualify under that automatic refund system.
Can you please confirm whether my affected sessions have been flagged under that system?, and if not, escalate this so they are reviewed for compensation.
Regarding video evidence — I want to address this directly: the nature of this crash makes it impossible to capture via Xbox clip or Game Bar recording. When Marathon kicks to the dashboard or crashes the console entirely, the Xbox immediately terminates all background recording. No clip is saved because the system itself is interrupted. This is a well-known limitation of hard dashboard kicks on Xbox — the recording never completes.
This is not a lack of effort on my part. It is a direct consequence of the severity of the crash itself. The fact that no clip can be produced is itself evidence of how abrupt and complete these crashes are — a normal in-game freeze or lag spike would still allow a clip.
A hard dashboard kick does not.
I am not able to provide timestamps across 40+ occurrences spanning multiple months since mid-Season 1, as these crashes happen randomly with no predictable trigger — mid-run, in combat, at exfil, and between actions. However, my account history and session data should reflect the interrupted runs on your end. I am requesting that your team review my account-side session logs for incomplete/interrupted runs as evidence, as this data exists on Bungie's servers regardless of whether I have a clip.
Thank you.
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