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Direct 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, clickHelp on the Connect Status screen when you receive the error message.

Connect Status Error Message: Check Cables

 

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 modem is not turned on or you are using the wrong type of cable to connect the Xbox console to your modem. Some modems can auto-detect the type of cable being used, and can auto-switch to work with either a crossover or a straight-through cable. Other modems specifically require the use of either a crossover or straight-through cable. If you are unsure of which type of cable to use, contact your ISP or modem manufacturer. Also, verify that you are using an Ethernet cable and not another type of cable (such as an RJ-11 phone cord).

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Connect Status Error Message: IP Not Confirmed/IP Settings Incorrect

Details: Gateway

The network gateway could not be reached. Verify the IP Addresses match the settings provided by your ISP.

The IP address you entered in the Network Settings area of the Xbox Dashboardmay beincorrect. Verify that the IP address works with your computer. If it does, verify that all of the settings are the same on your computer and on your Xbox console. If this does not resolve the problem, turn off the modem for 30 seconds, turn it back on, and then try to access the Connect Status screen again.

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.

The IP address that you configured in the Xbox Dashboard is currently in use by another device on the network. If youreceive this error message, turn off the modem for 30 seconds, turn it back on, and then try to access the Connect Status screen again.

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.

You may receive this error message for any of the following reasons:

  • Your network cable may not be plugged in to the correct port. Confirm that your modem only has one LAN port out, and you are not plugging the cable in to a WAN port for a hub (which some modems have built in). If there is more than one port on your modem and you are unsure of which one is correct, check with your ISP or modem manufacturer.
  • Your ISP keeps track of network information (either the MAC address and/or host name of your computer) and does not permit devices other than your computer to access the connection. If this is the case, you can configure the Xbox console to simulate the MAC address and/or host name of your computer. Configure these settings in the Advanced area of the Network Settingsareaof the Xbox Live Dashboard.
  • You have PPPoE turned ON in theNetwork Settings area of the Xbox Dashboard, and your ISP's PPPoE server is down. Check with your ISP for possible outages.

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/.

Your ISPmay behaving technical problems with their network. If this error message persists, contact your ISP for network status information.

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.

You may need to enter your PPPoE credentials (provided to you by your ISP) in the Network Settings area of the Xbox Dashboard. Note that the PPPoE user name and password both have 63 character limits. ISPs sometimes use your e-mail address as your PPPoE user name. If you do not know your PPPoE authentication information, consult your ISP documentation or contact your ISP.

Details: PPPoE denied

The PPPoE Settings are incorrect. Verify the PPPoE Settings provided by your ISP have been entered correctly.

The PPPoE information you entered in the Network Settings area of the Xbox Dashboard has been denied. Confirm that you have entered both your user name and password correctly.

In rare cases, the PPPoE server name may be the cause of the error. Most ISPs do not require a PPPoE server name to be entered in the Network Settings area.If your ISP does not require a server name to be entered, leave this field blank in the Network Settings area.

If you do not know your PPPoE authentication information, consult your ISP documentation or contact your ISP.

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.

You need to obtain your DNS server names from your ISP, and enter them in the Network Settings area of the Xbox Dashboard.

If this does not correct the problem, or if youare receivingthis error messageintermittently, your ISP may be experiencing network problems. Contact your ISP and explain that you are sometimes unable to obtain a DNS server address.

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.

You may receive this error message for any of the following reasons:

  • Your ISPdoes notuse PPPoE authentication and PPPoE is turned ON in the Network Settings area of the Xbox Dashboard. If your ISP does not use PPPoE, turn PPPoE OFF in the Network Settings area of the Xbox Dashboard.
  • Your ISP's PPPoE servermay beexperiencing problems, in which case you will need to wait awhile and then try to connect again.

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Connect Status Error Message: DNS Not Resolved

 

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/support/contact/ for more information.

You may receive this error message for any of the following reasons:

  • Something along the Internet path to the Xbox Liveservers is down.
  • The Xbox Live servers are down.
  • Your ISP is experiencing a network outage.

If the Xbox Live servers are running, contact your ISP to determine whether they are experiencing network problems.


Details: DNS error

The DNS servers could not be reached. Verify the DNS Server addresses match the settings provided by your ISP.

There is a problem with your ISP's DNS servers. If you have entered DNS server information in the Network Settings area of the Xbox Dashboard, verify that it matches the information provided by your ISP. If you confirm that your DNS information is configured correctly in the Xbox Dashboard, contact your ISP to determine whether they changed their DNS server addresses. If your ISP does not require you to manually configure DNS servers (DNS settings in the Xbox Dashboard are set to "Automatic"), this could mean that your ISP's DNS servers are experiencing problems. Contact your ISP to verify the DNS server status.

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Connect Status Error Message: Xbox Live Not Found

 

Details: Server error

The Xbox Live service is not responding. Please try again later.

Xbox Live servers are down or not responding.

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