[XB/PS] Controls not responding

I'm on Xbox series X and I'm having the same issue. :/ I recently redownload all my packs and stuff because I had an itch to play. Alas. Cannot. Everytime I try to create my Sims it's like if I'm not fast enough about it or spend any amount of time customizing the controls just stop responding. The game itself isn't frozen. The Sims still move and emote. But all controls lock up. I've tried resetting my controller too but then I just get stuck in the please reconnect controller screen and have to hard shut down the game and lose all progress. It's...really disheartening.