None of the buttons work when a game starts up on Xbox One

So I gifted my Xbox One to a family member some time ago and he called saying that it works fine until he actually starts up a game.

He showed me he could navigate the home screen with zero issues and after that he pressed the tile for the Crash Bandicoot N. Sane Trilogy. Once it got to the title screen with “press A to continue” nothing worked. He showed me on video the controller with him repeatedly tapping A to no avail. He said this happens with every other game I gifted him as well so I’m confused at what could possibly be the issue.

Before I gifted it I plugged it in just to download all the games I have on disc to the system so he doesn’t have to waste his time doing it. I didn’t test any of the games because the console worked as you’d expect back when I used it and this issue never happened to me. Is it the console? Is it the controller? I just want to fix this for him