Router Connection: Troubleshooting Connect Status Screen Error Messages
To troubleshoot Connect Status screen error messages, click the error message you received:
Note: To viewerror message details, click Help on the Connect Status screen when you receive the error message.
Details: No connection
A connection to a network device (DSL or cable modem, router, or PC) was not found. Check these possible causes:
- A cable is not connected. Check that all cables are connected correctly.
- Network device is off. Turn on all network devices.
- Your network device may require either a straight-through or cross-over Ethernet cable. Make sure to use the correct cable.
Your routermay not beturned on or youmay beusing the wrong type of cable to connect the Xbox console to your router. To resolve this issue, use the appropriate troubleshooting steps:
- Verify that the router is turned on.
- Connect the Xbox console directly to the modem (bypassing the router).
If this corrects the problem, confirm that you are using a straight-through cable (not a crossover cable) to connect to the router.
- Confirm that your computer can access the Internet when connected through your router.
- Verify that you are using an Ethernet cable and not another type of cable (such as an RJ-11 phone cord).
If you are unable to resolve this problem, you may have a defective router. Contact your router manufacturer (or your ISP if you leased your router from your ISP) for further assistance.
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Details: Gateway
The network gateway could not be reached. Verify the IP Addresses match the settings provided by your ISP.
The IP address information you entered into the Network Settings area of the Xbox Dashboard may be incorrect.Set your IP settings to Automatic.
If this does not resolve the problem, and you know that you have a static IP address assigned by your ISP, connect the Xbox console directly to your modem (bypassing the router), and configure the IP address in the Network Settings area of the Xbox Dashboard.
If this is resolves the problem, re-connect your router, change the IP settings back to Automatic in the Xbox Dashboard, and then configure your router to use the static IP address.
Forinformation about how to configure connection settings on your router, refer to your router documentation.
Details: IP conflict
The IP address is already in use on your network. In Network Settings, use automatic configuration for your IP Addresses or check the IP Address you manually specified is correct.
Your computer or another device attached to your home network is already using the static IP address that you manually configured in the Xbox dashboard. This indicates that youmay beusing a hub to connect your Xbox console and other network devices. We recommenda home networking (Cable/DSL) router if you want to share your broadband connection with multiple devices.
Disconnect your computer or other device from your network, and click Connectinthe Network Settings area of the Xbox Dashboard. If you are able to connect, verify that you are using a broadband router and not a hub to share your broadband connection.Note that if you use a router, your IP Address and DNS Server information should be set toAutomatic in the Xbox Dashboard.
Details: Network error
Network services (DHCP or PPPoE) were not found. Check these possible options:
- Check that all cables are plugged in correctly.
- Reset your modem by turning it off, waiting one minute, then turning it on. Then reset other networking equipment the same way.
- In Network Settings, enter a static IP Address, specific Host Name, or MAC Address as provided by your ISP.
- Your Internet service is not working. Try again later.
To resolve this problem, use the appropriate troubleshooting methods:
- Your network cable may not be plugged into the correct port. Confirm that your Ethernet cable is not plugged into the Uplink port on your router.
- Connectthe Xbox console directly to the modem, bypassing the router. Ifyou continue to receive the error message when you are directly connected, your ISP may keep track of network information (either the MAC address and/or host name of your computer) andmaynot permit devices other than your computer to access the connection.Check with your ISP to find out if they require a host name, or a specific MAC address to access the connection.
- You may have PPPoE Settings turned ON in theNetwork Settings area of the Xbox Dashboard. Because you are using a router (and PPPoE is configured at the router, not at the Xbox console), turn PPPoE SettingsOFF.
Details: Packet error
An error occurred communicating with your network service. If connected directly to the modem, contact your ISP for support. If connected through home networking equipment, check equipment compatibility with the manufacturer or at www.xbox.com/en-gb.
Incoming traffic from the network is corrupted. Connect the Xbox console directly to the modem (bypassing the router) and test to see if the error messageoccurs.If it does not, you may have a defective router. Contact your router manufacturer (or your ISP if you leased your router from your ISP) for further assistance.
If you continue to receive the error messagewith the Xbox console directly connected to the modem, your ISP may be having technical problems with their network. Contactyour ISPfor network status.
Details: PPPoE available
A PPPoE Server was found on the network. Your ISP may require a User Name, Password, and possibly, a Service Name for PPPoE authentication. In Network Settings, enter the information that was provided by your ISP.
To resolve this problem, use the appropriate troubleshooting methods:
- Verify that you are using a router and not a hub.
- If you are using a broadband router, verify that PPPoE is turned OFF in the Network Settings area of the Xbox Dashboard.
- If your broadband provider uses PPPoE authentication, connect the Xbox console directly to your broadband modem and configure your PPPoE authentication settings on the Network Settings screen.If you are able to authenticate with the Xbox console connected directly to the modem, but not whenyou are connectedvia the router, youmay need to configure your router to use PPPoE authentication.Check your router documentation or contact your ISP for information about how to configure your router with your PPPoE credentials.Verify thatthe "PPPoE" option under Network Settingsis turned OFF.
Details: PPPoE denied
The PPPoE Settings are incorrect. Verify the PPPoE Settings provided by your ISP have been entered correctly.
To resolve this problem, use the appropriate troubleshooting methods:
- Verify that you are using a router and not a hub.
- If you are using a broadband router, verify that PPPoE is turned OFF in the Network Settings area of the Xbox Dashboard.
- If your broadband provider uses PPPoE authentication, connect the Xbox console directly to your broadband modem and configure your PPPoE authentication settings on the Network Settings screen.If you are able to authenticate with the Xbox console connected directly to the modem, but not whenyou are connectedvia the router, youmay need to configure your router to use PPPoE authentication.Check your router documentation or contact your ISP for information about how to configure your router with your PPPoE credentials.Verify thatPPPoEis turnedOFF.
Details: Incomplete
No DNS Server addresses were received from the DHCP or PPPoE server.Enter the DNS Server(s) provided by your ISP in the Network Settings menu.
Yourbroadband router may need to be configured.
To verify that your router needs to be configured, connect the Xbox console directly to your broadband modem (bypassing the router). Attempt to establish a connection. If the problem is resolved, verify that your router is configured to access your broadband connection.You may need to contact your ISP to obtain the necessary configuration settings for the router.Refer to your router documentation for more information about configuring your router settings.
Details: PPPoE not found
A PPPoE server was not found. Check these possible causes:
- A cable is not connected. Check that all cables are connected correctly.
- You have changed how your Xbox console is connected to the network. In Network Settings, set PPPoE Configuration to Off.
- Your Internet service is not working. Try again later.
No PPPoE server was detected on the network.To resolve this problem, use the appropriate troubleshooting methods:
- If you are using a broadband router, verify that PPPoE is turned OFF in the Network Settings area of the Xbox Dashboard.
- If your broadband provider uses PPPoE authentication, connect the Xbox console directly to your broadband modem and configure your PPPoE authentication settings on the Network Settings screen.If you are able to authenticate with the Xbox console connected directly to the modem, but not whenyou are connectedvia the router, youmay need to configure your router to use PPPoE authentication.Check your router documentation or contact your ISP for information about how to configure your router with your PPPoE credentials.Verify thatPPPoEis turned OFF.
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Details: Communication error
The Xbox Live service cannot be contacted or is not responding. Please try again later or visit www.xbox.com/en-gb/live for more information.
You may receive this error message for any of the following reasons:
- Something along the Internet path to the XboxLiveservers is down.
- The Xbox Live servers are down.
- Your ISP is experiencing a network outage.
Contact your ISP to determine whether they are experiencing network problems.
- Your router's built-in firewall is blocking the ports required for Xbox Live.
A firewall is a security system that acts as a protective boundary between a network and the outside world by blocking network traffic on certain ports.
Connect your Xbox console directly to your modem (bypassing the router) and test to see if the problem is resolved.
If you are able to connect to the network when bypassing your router, you may need to configure your router to allow network communication on the specific ports required for XboxLive. For Xbox Live to work correctly, the following ports need to be open:
•UDP 88
•UDP 3074
•TCP 3074
Consult your router documentation or router manufacturer forinformation about how toopen the required ports. If you have leased your router from your ISP, contact your ISP for assistance.
Details: DNS error
The DNS servers could not be reached. Verify the DNS Server addresses match the settings provided by your ISP.
This error message may indicate thatthere is a problem with your ISP's DNS servers.
Connect your Xbox console directly to the modem (bypassing the router). If your ISP requires manual configuration of DNS information,configure the DNS server names in the Network Settings area of the Xbox Dashboard.
If the problem is resolved, reconnect your router, change your DNS settings in the Network Settings area of the Xbox Dashboard back to Automatic, and then configure the DNS server names within the router itself. For information abouthow to configure connection settings on your router, refer to your router documentation.
If you continue to receive the error message, contact your ISP for DNS server status information.
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Details: Server error
The Xbox Live service is not responding. Please try again later.
You may receive this error message for any of the following reasons:
- Something along the Internet path to the XboxLiveservers is down.
- The Xbox Live servers are down.
- Your ISP is experiencing a network outage.
Contact your ISP to determine whether they are experiencing network problems.
- Your router's built-in firewall is blocking the ports required for Xbox Live.
A firewall is a security system that acts as a protective boundary between a network and the outside world by blocking network traffic on certain ports.
Connect your Xbox console directly to your modem (bypassing the router) and test to see if the problem is resolved.
If you are able to connect to the network when bypassing your router, you may need to configure your router to allow network communication on the specific ports required for XboxLive. For Xbox Live to work correctly, the following ports need to be open: - Consult your router documentation or router manufacturer forinformation about how toopen the required ports. If you have leased your router from your ISP, contact your ISP for assistance.
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