Microsoft KB Archive/908884

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Knowledge Base


Article ID: 908884

Article Last Modified on 10/31/2007


APPLIES TO

  • Microsoft XBox 360 Video Game System
  • Microsoft Xbox


SYMPTOMS

You cannot connect to Xbox LIVE. During the network test that is performed on the Network status screen in the Xbox Dashboard, the Domain Name Service (DNS) Address status is FAILED.

CAUSE

This behavior occurs when one or more of the following conditions are true:

  • The DNS address servers could not be reached.
  • The DNS server address information could not be obtained from your ISP or the DHCP server.
  • The DNS values in the Dashboard are incorrect.


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


  1. Verify that the console has passed the IP Confirmed test. For more information about the IP Confirmed test, click the following article number to view the article in the Microsoft Knowledge Base:

    908885 Xbox 360: The test Xbox LIVE connection fails at IP Address

  2. If you have a computer, verify that the computer can connect to the Internet. If the computer cannot connect to the Internet, contact your Internet service provider (ISP) for more help. If the computer can connect to the Internet but the Xbox 360 console cannot connect to Xbox LIVE, follow these steps.

    Note If you do not have access to a computer to use the Connectivity Wizard, contact Xbox Customer support to have an agent help you with the connectivity troubleshooting process.
    1. Visit the following Web site:

      http://www.xbox.com/en-US/support/connecttolive/xbox360/connectionmethods/webconnectivitywizard.htm

      Note Make sure that the connectivity settings in the Xbox Dashboard are set to Automatic before you use the Connectivity Wizard.
    2. If you are using an Xbox LIVE-compatible partner ISP, click Learn More in the "Xbox LIVE Compatible" section to determine whether there is any specific connectivity information for your ISP.
    3. Follow the steps for the Connectivity Wizard. After you complete the steps in the wizard, follow the recommended steps.

      Note If you are not using an Xbox LIVE-compatible partner ISP, select the appropriate “Unlisted” option from the list of ISPs.
  3. If you still cannot connect to Xbox LIVE, follow the steps for the method of connection that you are using:
    • Direct connection with modem only
      1. If you are using a direct connection with a modem connected directly into the broadband socket, the DNS address settings are obtained from your ISP. The Dashboard network settings should be set to Automatic.
      2. Power cycle the modem, and then try to connect again.
      3. Manually set the DNS addresses in the Dashboard. If you do not have these addresses, contact your ISP.
    • Shared connection by using a modem and a router
      1. Try the connection by using the modem only. This eliminates any configuration problems on the router.
      2. If this setup works without the router, there is configuration issue with the router. See the router documentation or contact the technical support group.
      3. Examine the Dashboard to make sure that the DNS settings are set to Automatic.
      4. If the previous steps do not fail, use your router IP address for the DNS settings. Typically, this is the IP address that you use to administer the router. See your router manual for this address. Because the Xbox 360 sits on an internal network instead of sitting directly on the Internet, the router must perform all DNS searches because the console cannot access the Internet directly (unlike using the Direct Connection method). Therefore, when the Xbox 360 performs a DNS resolution search to locate where the Xbox 360 servers are, it asks the router to perform a DNS search and find the address of the XBL servers for the console because the console is not directly on the Internet but on the customer's home network.
      5. If you can connect to the network when you bypass your router, you may have to configure your router to allow for network communication on the specific ports that are required for Xbox LIVE. For Xbox LIVE to work correctly, the following ports must be open:
        • UDP 88
        • UDP 3074
        • TCP 3074
        Note If you are using an Xbox LIVE certified device, these ports will not have to be opened.
    • Shared connection with a gateway device (combined modem and router)
      1. Make sure that the device is turned on.
      2. Check to see whether activity is occurring with the blinking lights sequence:
        • WAN
        • ADSL
        • Internet connected
        • Power
        Note These names will vary from model to model.
      3. Power cycle the gateway device.
      4. The DNS address information that you entered in the Network Settings area of the Xbox Dashboard may be incorrect. Set your DNS settings to Automatic.
      5. If this step does not work, set the DNS server addresses manually in the dashboard. If you do not have these addresses, contact your ISP.
    • Shared connection with Microsoft Windows Internet Connection Sharing
      1. Verify that you can browse the Internet. If you cannot, Windows Internet Connection Sharing is not configured correctly. For information about how to configure Internet Connection Sharing, visit the following Web site:

        http://www.microsoft.com/windows/windows2000/en/advanced/help/howto_share_conn_config.htm

        Note You can also contact your ISP for more help with Internet Connection Sharing.
      2. Power cycle the modem. If the modem does not have an on/off switch, unplug the modem. This is not possible if you are using a USB modem.
      3. Restart the computer.
      4. Click Start, click Run, type ncpa.cpl, and then click OK.
      5. On the View menu, make sure that Tiles is selected.
      6. Search for any connections that are marked as Shared or Firewalled. If there are Shared or Firewalled connections, the firewall may have to be configured. See your firewall documentation.
      7. Try to enter manual settings in the dash for IP address, subnet mask, default gateway, and DNS server address:
        • IP Address : 192.168.0.2
        • Subnet mask : 255.255.255.0
        • Default Gateway : 192.168.0.1
        • DNS server (Primary): 192.168.0.1
        • DNS server (Secondary): 192.168.0.1


MORE INFORMATION

If you are using an Xbox LIVE-compatible partner ISP, visit the Xbox.com Web site for specific instructions about how to connect to Xbox LIVE:

http://www.xbox.com/en-US/support/connecttolive/


If you are not using an Xbox LIVE-compatible partner ISP, visit the following Microsoft Web site for generic instructions that can help you connect:

http://www.xbox.com/en-US/support/connecttolive/xbox360/connectionmethods/webconnectivitywizard.htm


For more information about how to troubleshoot connectivity issues, click the following article numbers to view the articles in the Microsoft Knowledge Base:

908550 How to power cycle


908875 Xbox 360: How to configure PPPoE settings on your Xbox 360 console


306126 How to configure Internet Connection Sharing in Windows XP


237254 How to Enable Internet Connection Sharing on a Network Connection in Windows 2000


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