Connectivity FAQ
Why do I get the "Xbox Live not found" error?
If the service is up and running and you receive this error, you are likely having a different problem. Here's areacouplethings you can try:
- First, make sure that your Xbox is connected directly to your modem. Next, power your modem down for 2–3 minutes and then power it back up again. This power-cycling of the modem is sometimes necessary when changing from one device to another (in this case, changing from your PC and connecting your Xbox).
- If you're still seeing the same error, you may need to manually configure the MAC address on the Xbox to match the MAC address of your PC. You can find this setting in the "Advanced" section of the Network Settings menu in the Dashboard. If you are unsure about how to determine the MAC address on your PC, or if you are still unable to connect after configuring the MAC address, call technical support at 0800 587 1102.
How do I find my PC's MAC address?
To obtain your PC's MAC address in Windows 98 or Windows ME:
- From your PC, click the Windows Start button and select Run.
- Type winipcfg and select OK.
- In the window that is displayed, click the More Info button.
Your PC's MAC address is listed as Adapter Address. To obtain your PC's MAC address in Windows 2000 or Windows XP:
- From your PC, click the Windows Start button and select Connect To, and then select Show All Connections.
- From the Network Connections screen, right-click Local Area Connection and select Status.
- From the Local Area Connection Status screen, select the Support tab and click Details.
Your PC's MAC address is listed as Physical Address.
To configure your Xbox to use this MAC address, go into Network Settings, select "Advanced", and enter the twelve digits of the MAC address into the MAC address field. Do not enter any dashes into the "Advanced" screen, just the letters and numbers.
What routers are supported by Xbox Live?
See our list of routers that have been tested with Xbox Live. Please note that the router information quoted on our page is preliminary and subject to change. Also note that the manufacturer may be willing and able to issue a firmware update for a router that resolves a particular issue, so hardware that does not work with Xbox Live today may work in the future with some new firmware applied to it.
Why do I get the "Xbox Live is not responding" error message?
If you have a router and got this error message during account signup (after choosing your Billing Region and selecting the A button to continue) your router might require additional configuration and you might have to configure the MTU (Maximum Transmission Unit) setting of your router.
If you are using Windows ICS, there is currently no simple way for you to adjust the MTU value. If you are using a modem that supports an ethernet connection, try connecting Xbox directly to the modem. If you have a USB-only modem and Windows ICS is your only option for connecting and you are experiencing this MTU-related behaviour, contact Xbox Support.
If you are connecting Xbox directly to your (DSL/Cable) modem (not using a router or Windows ICS), and are experiencing this behaviour, contact Xbox Support.
Router & MTU Fixes--"Xbox Live is not responding" error message
The first step is to make sure your computer, modem, router and Xbox are connected correctly.
- Go to the dashboard and run the troubleshooter from the Network Settings menu (selectConnect and hit the A button).
You will see 4 green circles, indicating that everything is connected successfully (4th test shows "Connected to XboxLive"). - After the 4 tests complete, to see the diagnostic screen select the Y button.
- If the diagnostic screen shows zero upload speed, zero download speed and 100% packet loss, your router might require additional configuration.
The next step is to find out is your router is listed on the Xbox Live Routers and Modems web page in either the "Use These Routers with Xbox Live" or "Use These Routers with Workarounds" sections. If your router is listed in one of the sections, click the links and follow the instructions to configure your router correctly.
Finally, you might also have to configure the MTU (Maximum Transmission Unit) setting of your router. On the administrative page of your router (or another admin tool) change the MTU size to 1365 or higher. You can find instructions for accessing the administrative pages for some routers by clicking here.
Is it really necessary for the three ports mentioned in Troubleshooting (UDP 88, UDP 3074, and TCP 3074) to be opened for Xbox Live to work properly?
Most cable/DSL routers implement Network Address Translation (NAT), as does Windows Internet Connection Sharing (ICS). For NAT devices, no port forwarding is required for Xbox Live to work. Port forwarding is required only if you are running a proxy server or true firewall instead of or in addition to a NAT.
Why does turning my modem off for a few minutes and then turning it on again (power cycling) fix the DNS Not Resolved problem?
Some modems are configured to "remember" the MAC address of the device that is connecting through them. By power cycling the modem, it "forgets" about your PC and will let your Xbox through. Generally, this occurs because your ISP is only allowing you to connect with one network device at a time. You may want to ask your ISP what options they offer for simultaneously connecting multiple devices.
I don't have a PC. Can I use Xbox Live without one?
An Xbox plugged directly into a cable or DSL modem will usually work with most high- speed Internet providers. However, broadband Internet providers today generally assume you have a PC. So if you're having any trouble with your connection, and you call your ISP for support, they're probably not going to be able to help you if you don't have a PC to connect to the cable or DSL modem. So while you can use Xbox Live without a PC, you should be aware that your high-speed Internet provider might not be ready to give you technical support. You might want to ask the provider about it when you sign up.
What kind of cable should I use to connect my Xbox to my broadband modem? Ethernet, network cables (straight-through), or crossover cables. What's the difference?
Normally, we recommend using a Category 5 (Cat 5) straight-through Ethernet cable to connect your Xbox directly to your modem (Category 6 will not work).
Most broadband modems on the market use a standard straight-through connection. However, some broadband modems have crossover connections, meaning you need a crossover cable. (The Xbox System Link cable is a crossover cable.)
Crossover and straight-through cables are both RJ-45 network cables. It can be difficult to tell the difference between a standard straight-through Ethernet cable and a crossover cable since they look virtually identical from the outside and neither cable is always clearly marked.
The easiest way to tell the difference between a crossover cable and a straight-through cable is to hold both ends of the cable with both ends facing up (copper connectors showing) and look at the order (left to right), of the coloured wires in the clear plastic connectors. A standard "straight through" Ethernet cable will have the wires in exactly the same order at both ends. In a crossover cable, the order of the coloured wires is different on each end.
Straight-through cable ends
Crossover cable ends
Note Be careful when you are shopping for these cables. Some retailers use the term "straight-through" for other non-network types of computer and printer cables.
Can I use my existing wireless network to connect to Xbox Live?
Wireless LANs are not officially supported for Xbox. Depending on the distances involved, the construction of your home, sources of interference, you may not get good performance from a wireless solution. The setup is also not for the faint of heart. If you know what an SSID is, then you might be ok, but if you don't, you should probably stay away from using wireless for your Xbox. To put it another way, it's possible to get wireless to work for Xbox Live, but our support staff can't help you do it.
On the other hand, a nice long CAT5 Ethernet cable from a wired router to your Xbox is very reliable. The only problem is that it may not fit in with your decor very well. If you're not sure where to start with wireless, we recommend you stick to a wired solution.
Note that many "wireless" routers are really "wired and wireless" routers. They have multiple Ethernet ports and a wireless access point. If you get one of these, you can plug the Xbox into one of the Ethernet ports, and still use wireless for your PC. (This is really nice for laptops, so you can carry it around the house and stay connected.)
Can I view my Xbox through Network Neighborhood on my PC?
No. You are not able to browse to your Xbox in Network Neighborhood. You can't copy files to or from your Xbox from your PC, so there is no reason to see it in your
Network Neighborhood.
Does Xbox Live work with Microsoft Internet Security and Acceleration (ISA) Server?
ISA Server is not officially supported by Xbox Live, because ISA Server was not created with the home user in mind. Therefore we can't help you troubleshoot a connection through an ISA server. However, it appears to be possible to work through ISA by doing the following:
- Ensure the following protocol definitions are created:
- Kerberos-Sec (UDP); Port 88; UDP; Send Receive (This should already exist in ISA and need not be created).
- DNS Query (UDP); Port 53; Send Receive (This should already exist in ISA and need not be created).
- Xbox1; Port 3074; UDP; Send Receive
- Xbox2; Port 3074; TCP; Outbound
- Create a protocol rule based on these definitions.
- If there is no Site/Content Allow rule, create it. (Access Policy; New Site and Content Rule; Allow; Based on Destination; All Destinations; Always)
- Stop and then restart the firewall service. (Monitoring; Services; Firewall)
- Set up your Xbox Live connection.
