Help it keeps freezing when starting up the game

[angrytoaster167]

Product: The Sims 4
Platform:Microsoft XBOX One
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? 4
What expansions, game packs, and stuff packs do you have installed? Dogs and cats
Steps: How can we find the bug ourselves? Start the game on xbox
What happens when the bug occurs? The game freezing when I start the game
What do you expect to see? The game working
Have you installed any customization with the game, e.g. Custom Content or Mods? Never used.
Did this issue appear after a specific patch or change you made to your system? Neutral/Not Sure 

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It freezes when I press start

[PoptartJuniper]

@angrytoaster167 Please try the following:

Turn off Your system completely

• Turn off your console by pressing the Xbox button on the front of the console for about 10 seconds, until it shuts down completely.
• Unplug the console's power cable. Wait 10 seconds.
  Important Be sure to wait at least 10 seconds. This step resets the power supply.
• Plug the console power cable back in.
• Press the Xbox button on your console to turn it on.