Microsoft KB Archive/908885

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Article ID: 908885

Article Last Modified on 11/20/2007


APPLIES TO

  • Microsoft XBox 360 Video Game System


SYMPTOMS

You cannot connect to Xbox LIVE. When you perform the network test on the "Network status" screen, you receive an error message that states that the IP address has failed. You receive the following error message:

IP Failed

Note This article contains lots of networking and Internet terms. If you have any difficulty understanding the terms, please see the Xbox glossary at the following Microsoft Web site for definitions:

http://www.xbox.com/en-US/support/connecttolive/xbox360/resources/glossary.htm


CAUSE

This error message indicates that one of the following conditions is true:

  • The IP address could not be obtained from your Internet service provider (ISP), from a network device (for example, from an Internet router), or from the Dynamic Host Configuration Protocol (DHCP) server.
  • The IP values that you entered manually in the Dashboard are incorrect.


THINGS TO TRY

Before you continue with the first set of troubleshooting 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


Before you start troubleshooting, view Microsoft Knowledge Base article 907711 to make sure that you have followed all the basic requirements and troubleshooting steps before you try the steps that are listed in this article.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

907711 Xbox 360: Connection set-up and troubleshooting information for Xbox LIVE


Select the type of connection that you are currently using:

Direct connection with a modem only

[GRAPHIC: Connection with modem]

  1. If you are using a direct connection between the console and your modem, you must contact your Internet service provider (ISP) for your IP address. If your ISP provides you a dynamic IP address, you can configure the network settings in the console to automatically detect the IP address. To do this:
    1. Move to the System area.
    2. Select Network Settings.
    3. Select Automatic.
  2. If your ISP provided you a static IP address, you have to manually enter the address in the Dashboard.
    [GRAPHIC: Dashboard]
    1. Move to the System area.
    2. Select Network Settings.
    3. Select Edit Settings.
    4. Select IP Settings.
    5. Select Manual.
    6. Enter the IP address, subnet mask, and gateway information that was supplied to you by your ISP.
  3. Turn the modem off, and then turn it back on. See your manufacturer’s instructions for specific instructions. Here are some general steps:
    1. Remove the power supply from your modem.
    2. Leave the modem unplugged for 15 to 30 seconds.
    3. Reattach the power supply to the modem, following the device manufacturer’s instructions.
    4. Wait for the device to establish a connection with your broadband provider.
    5. Verify that the modem shows the appropriate power and Internet connection indicator lights. Refer to the manufacturer’s instructions if you need to.
  4. Remove any disc from your Xbox console, and then turn the Xbox console off, and then turn it back on.
  5. Some ISPs may require Point-to-Point Protocol over Ethernet (PPPoE settings), This means that you may need settings such as a username and password in order to connect to your ISP’s network. If your ISP does require PPPoE, verify that you have entered the settings correctly. If you are unsure whether you have to enter these settings, please contact your ISP support team.

    To configure PPPoE settings on your Xbox 360 console, follow these steps:
    1. Move to the System area of the Xbox Dashboard.
    2. Select Network Settings.
    3. Select Edit Settings.
    4. On the Additional Settings tab, select PPPoE Settings.
    5. Use the on-screen keyboard to enter the PPPoE information that was provided to you by your ISP.
    6. Select Done.
    7. Select Apply and Test when you are prompted to do this.
    Note If your ISP does not use PPPoE authentication, make sure that these settings are empty.
  6. If you have to swap the Ethernet cable between your PC and your Xbox 360 console to access Xbox LIVE, you may have to copy the MAC address of your PC to your Xbox 360 console.

    If you know that you have to do this, you should verify that your Media Access Control (MAC) address is entered correctly. A MAC address, or physical address, is an address that uniquely identifies each device on a network. A MAC address is a 12-digit alphanumeric value that appears in the following format: AA-A1-A2-A3-A4-A5. An Xbox 360 console, a computer, and a printer are examples of devices that can use a MAC address. The MAC address of a specific device is set when a device is manufactured.

    To find the MAC address of a computer that is running Microsoft Windows 2000 Professional, Windows XP or Windows Vista , follow these steps:
    1. Click Start, click Run, type ncpa.cpl, and then click OK.
    2. Right-click Local Area Connection, and then click Status.
    3. On the Local Area Connection Status screen, click the Support tab.
    4. Click Details.
    5. On the Network Connection Details screen, the MAC address of the computer appears next to Physical address.

    To find the MAC address of a computer that is running Microsoft Windows 98 or Microsoft Windows Millennium Edition, follow these steps:

    1. Click Start, click Run, type winipcfg , and then click OK.
    2. Click the More Info button.

    The MAC address of the computer appears next to Adapter Address.

    To enter the MAC address of the computer in the Xbox 360 console :

    1. In the Xbox Dashboard, move to the System section.
    2. Select Network Settings.
    3. Select Edit Settings.
    4. Select the Additional Settings tab.
    5. Select Advanced Settings Information.
    6. Select Alternate MAC address.
    7. Use the on-screen keyboard to enter the MAC address that you obtained from the computer.
    8. Select Done.
    9. Select Apply, and then select Test when you are prompted.

Shared connection with a modem and a router

  1. Turn the modem off, and then turn it back on. Then turn the router power off, and then turn it back on. This is also known as power cycling the modem and the router.

    Power cycle the modem first, and then power cycle the router. To power cycle these devices, you should follow your manufacturer’s specific instructions. Here are some general steps:
    1. Remove the power supply from your device.
    2. Leave the device unplugged for 15 to 30 seconds.
    3. Reattach the power supply to the modem by following the device manufacturer’s instructions.
    4. Wait several minutes for the device to start and to establish a connection with your broadband provider.
    5. Verify that the modem shows the appropriate power and Internet connection indicator lights by following the manufacturer’s instructions.
  2. If power cycling your modem and router does not resolve the problem, try connecting the Xbox 360 console to Xbox LIVE by using the modem only. This eliminates any configuration problems on the router. If this setup works without the router, there is probably a configuration issue with the router. See the manufacturer’s documentation that is included with the router or contact the technical support group for the router.
  3. Verify that your router's Dynamic Host Configuration Protocol (DHCP) service has been enabled. DHCP enables the router to assign IP addresses to the computers and consoles on your network when you go online. If you need help with this, see the manufacturer’s documentation that is included with the router or contact the technical support group for the router.
  4. If you manually entered an IP address, gateway, subnet mask and/or DNS servers in the Network Settings area of the Xbox Dashboard , verify that it they are correct. At this point, you can also set your IP settings to Automatic. To do this, follow these steps:
    1. Move to the System area.
    2. Select Network Settings.
    3. Select Automatic.
  5. If your ISP requires Point-to-Point Protocol over Ethernet (PPPoE) settings, try connecting to only the modem after you enter these settings in the Network Settings area of the Xbox Dashboard. Network Settings area of the Xbox Dashboard.

    Note Some ISPs may require Point-to-Point Protocol over Ethernet (PPPoE) settings, This means that you may need settings such as a username and password in order to gain access to your ISP’s network. If you are unsure whether you have to enter these settings, please contact your ISP support group. At this point, if you can connect directly to the modem, see your router documentation to configure the PPPoE settings correctly on the router.
  6. If you are receiving an IP conflict error in the More Info section of the Xbox Dashboard, turn off all devices on the network. Try to connect to Xbox LIVE with only the modem and Xbox 360 console connected.

    If this works, there may be a configuration issue on the router’s Dynamic Host Configuration Protocol (DHCP) server. DHCP enables the router to assign temporary IP addresses to the computers on your network when you go online. If you need help with understanding DHCP or the configuration, see the manufacturer’s documentation that is included with the router or contact the technical support group for the router.

Shared connection with a gateway device (combined modem and router)

  1. Make sure that the gateway is turned on. A gateway integrates a high-speed Internet modem with a router.
  2. Verify that there is network activity by looking for the sequence of blinking lights on your gateway that generally indicate Wide Area Network (WAN), Local Area Network (LAN), and connected power status.

    Note These names will vary from model to model.

  3. Turn the gateway device off, and then turn it back on. This is also known as power cycling the gateway. To power cycle this device, you should follow your manufacturer’s specific instructions. Here are some general steps:
    1. Remove the power supply from your device.
    2. Leave the device unplugged for 15 to 30 seconds.
    3. Reattach the power supply to the gateway by following the device manufacturer’s instructions.
    4. Wait for the device to start and to establish a connection with your broadband provider.
    5. Verify that the gateway shows the appropriate power and Internet connection indicator lights by following the manufacturer’s instructions.
  4. The IP address that you entered in to the Network Settings area of the Xbox Dashboard may be incorrect. Be sure that this address is correct, or set your IP settings to Automatic in the Xbox Dashboard.
  5. If you are receiving an IP conflict error in the More Info section of the Xbox Dashboard, turn off all devices on the network. Try to connect to Xbox LIVE with only the modem and Xbox 360 console connected.

    If this works, there may be a configuration issue on the router’s Dynamic Host Configuration Protocol (DHCP) server. DHCP enables the router to assign temporary IP addresses to the computers on your network when you go online. If you need help with understanding DHCP or the configuration, see the manufacturer’s documentation that is included with the router or contact the technical support group for the router.

Shared connection with Microsoft Windows Internet Connection Sharing

[GRAPHIC: Shared connection with Microsoft Windows Internet Connection Sharing]

  1. Verify that you can surf the Internet from your PC. If you cannot surf the Internet, there is probably a problem with your Internet connection. Contact your ISP for support.

    If you are using a USB modem to connect to the Internet, the modem will be listed in the "Dial-up" window as the connecter that you are sharing and that you have configured. To verify that Internet Connection Sharing configured it correctly, use the following steps:
    1. Click Start, and then click Control Panel.
    2. In Control Panel, double-click Network Connections.
    3. Right-click your broadband connection, and then click Properties.
    4. In the Properties dialog box, click the Advanced tab.
    5. Click to select the Allow other users to connect through this computer’s internet connection check box.
    6. Click OK.
    [GRAPHIC: Ethernet Properties]
  2. Power cycle the modem. If the modem does not have an on and off switch, unplug the modem from the power outlet. You cannot follow this step if you are using a USB modem. Instead, go to the next step. You must follow this step if you are switching the modem between the Xbox 360 console and a computer.
  3. On the computer, click Start, click Run, type ncpa.cpl, and then click OK.
  4. On the View menu, click Tiles.
  5. If the connection is listed as Firewalled, the firewall may have to be configured. See your firewall documentation.
  6. Enter manual settings in the Xbox 360 Dashboard for IP address, subnet mask, DNS address and gateway and test the connection: To edit the settings:
    1. In the Xbox 360 dashboard, move to the System section.
    2. Select Network Settings.
    3. Select Edit Settings.
    4. Enter the following:
      • 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

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

944294 Xbox 360: How to power cycle home networking devices


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


Keywords: kbgraphxlink kbresolve kbxbox360ext kbxboxperipherals kbxboxliveconnectivity kbxbox360pacrimportal kbxbox360europeportal kbxbox360americasportal kbpubtypekc kbtshoot KB908885



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