Microsoft KB Archive/938705

= Error message when you try to sign in to Games for Windows LIVE =

Article ID: 938705

Article Last Modified on 11/27/2007

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APPLIES TO


 * Games for Windows - LIVE
 * Microsoft Gears of War (PC)
 * Microsoft Viva Pinata (PC)

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SYMPTOMS
You receive one of the following error messages when you try to sign in to Games for Windows LIVE:

Error: LIVE could not sign you in because the Windows Live ID you entered does not exist or your password is incorrect.

Error: Can't connect to LIVE.

Error: Your LIVE membership information is not valid. Please use a profile that contains a valid membership.

Error: You were signed out of LIVE because another person signed in using your account.

Error: The profile could not be signed in to LIVE. There may be a network problem or the Windows Live ID service may not available.

Error: Can't download the update. Make sure that you are connected to the Internet.The Windows Live ID service may not available.

Error: Can't connect to LIVE. The logon error code is.



Error: LIVE could not sign you in because the Windows Live ID you entered does not exist or your password is incorrect
You receive this error message if you have entered the wrong Windows Live ID or password. Your Windows Live ID is the e-mail address that you gave when you signed up for Games for Windows LIVE. You can sign in to Games for Windows LIVE by using your Windows Live ID if you have one of the following account types:
 * Games for Windows LIVE
 * Xbox LIVE
 * Xbox.com
 * Zune

To work around this issue, try to sign in to Games for Windows LIVE by using your Windows Live ID and password again. If you do not have a Windows Live ID, either create a profile or use your existing profile to sign up for Games for Windows LIVE.

If you have not created a profile, follow these steps:
 * 1) Press the LIVE Guide button on your controller or press the HOME key on the keyboard.
 * 2) Click Create New Profile, and then follow the online instructions to create a profile.
 * 3) On the Save Profile step, click Join LIVE to sign up for Games for Windows LIVE.

When you sign up for Games for Windows LIVE, you can select an existing Windows LIVE ID or create a new one. This is the Windows LIVE ID that you will use to sign in to Games for Windows LIVE.

If you have a local profile, follow these steps:
 * 1) If you created a profile but did not sign up for Games for Windows LIVE, press the LIVE Guide button on your controller or press the HOME key on the keyboard.
 * 2) Sign in by using your profile, and then click Personal Settings.
 * 3) Click Join LIVE, and then complete the signup process.

Error: Can't connect to LIVE
You receive this error message if the computer cannot connect to Games for Windows LIVE. Typically, the computer cannot connect to Games for LIVE because of a network problem. To resolve this issue, verify that the computer is connected to the Internet. To do this, open a Web page in your browser.

If you can connect to the Internet, a firewall may be preventing the connection to Games for Windows LIVE. For more information about firewalls and Games for Windows LIVE, click the following article numbers to view the articles in the Microsoft Knowledge Base:

937424 Ports that you must open in Microsoft Windows Firewall to play a Games for Windows LIVE game

945116 You cannot connect to Games for Windows - LIVE

Error: Your LIVE membership information is not valid
You receive this error message if the profile that you are using does not contain the correct user information to sign in to Games for Windows LIVE. To resolve this issue, follow these steps:
 * 1) If your profile automatically signs in, click the name of your gamer card, and then click Disable Auto Sign-In.
 * 2) Sign out from your profile.
 * 3) Click Sign In.
 * 4) Click Sign in with Another Account.
 * 5) Sign in by using your current Windows Live ID and password.

Error: You were signed out of LIVE because another person signed in using your account
You receive this error message because your profile can only be signed in to Games for Windows LIVE on one computer or console at the same time. If you are connected to Games for Windows LIVE on one computer, and then try to sign in on another computer by using the same profile, the profile on the first computer will automatically sign out.

Error: The profile could not be signed in to LIVE
You receive this error message if there is a problem signing in to Games for Windows LIVE by using your Windows Live ID. To resolve this issue, follow these steps:  Verify that the computer is connected to the Internet. Verify that you can sign in by using this Windows Live ID. To do this, visit the following Microsoft Web site:

http://account.live.com



Error: Can't download the update
You receive this error message if you have multiple network adapters in the computer, or if your firewall is configured incorrectly. For more information about this error message, click the following article number to view the article in the Microsoft Knowledge Base:

937379 Error message when you log on to Games for Windows LIVE from a Games for Windows title: &quot;Can’t download the update&quot;

Error: Can't connect to LIVE. The logon error code is ####
This error message provides specific error codes to help resolve the problem. Use the following table for specific information about these error codes:



MORE INFORMATION
If you use the methods that are listed in this article and you still cannot sign in to Games for Windows LIVE, call LIVE Customer Support at 1-800-469-9269. You can use this telephone number in the U.S., U.S. Territories, and Canada.

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