Article ID: 908883
Article Last Modified on 10/29/2007
APPLIES TO
- Microsoft XBox 360 Video Game System
- Microsoft Xbox
SYMPTOMS
You cannot connect to Xbox Live. This test evaluates how your router or gateway will respond to a particular type of Internet Control Message Protocol (ICMP) packet. If the network fails this test, you will not be able to sign in to Xbox Live.
CAUSE
This behavior occurs when one of the following conditions is true:
- You have an incompatible router or gateway.
- You have incorrect firmware in the router or in the gateway.
THINGS TO TRY
Before you follow these steps, make sure that you power cycle all the devices on the network.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
944294 Xbox 360: How to power cycle home networking devices
- If you are using a direct connection with a modem you should not experience this behavior.
If you do experience this behavior, verify that your broadband device is not a gateway device.- If you are using an Xbox Live-compatible device, you should not experience this behavior. However, visit the following Web site to see whether the device has the correct firmware version that has been certified as compatible:
- Remove the router or the gateway from the network, or replace it with an Xbox Live-compatible router or gateway. For a listing of devices that have earned this certification, visit the following Microsoft Web site:
- If you share a connection with a router and a modem, try a direct connection without the router.
Note This eliminates any router configuration problems.
- If this setup works without the router, there is an incompatibility on the router. Switch your router to an Xbox Live-compatible device.
- If you have a compatible device, make sure that you have the correct firmware revision or ask your ISP for an alternative device.
- If you share a connection with a gateway, see your manual or contact the router support group for more help. If you do not have an Xbox Live-compatible gateway, switch to an Xbox Live-compatible device.
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