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Xbox One Troubleshooting Guide

EA_AgentX
US Enlisted: 2011-10-24
2013-12-11 16:37
Hello Xbox One gamers!


This thread will be dedicated to providing helpful information on how to troubleshoot your Xbox One console.

This will be updated as we get more information and we will keep this stickied to provide a quick at-a-glance reference for troubleshooting steps.


Thanks!


X
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EA_AgentX
US Enlisted: 2011-10-24
2013-12-11 16:42 , edited 2013-12-11 17:23 by EA_AgentX
What ports should I forward on my Xbox One to ensure stable network connectivity? [support.xbox.com]

If you have a firewall or network hardware, such as a router, you might need to make a configuration change in order for your Xbox One console to communicate with Xbox Live. This configuration change is sometimes called “opening ports” or "port forwarding."

Xbox Live requires the following ports to be open:

Port 88 (UDP)
Port 3074 (UDP and TCP)
Port 53 (UDP and TCP)
Port 80 (TCP)
Port 500 (UDP)
UDP Port 3544 (UDP)
UDP Port 4500 (UDP)
If you're connected to a network through your workplace or school, ask the network administrator to open these ports.

How to set up port forwarding

For information about how to configure compatible network hardware, go to the Networking Hardware Information forums [forums.xbox.com].

You may also find information about how to open ports on your router at the Port Forward website [portforward.com]. If your router is not listed on the Port Forward website, contact your Internet service provider or router manufacturer for help with opening network ports.

Tip Please note that the Xbox Networking Hardware information forums and the Port Forward website are available only in English, so use Bing Translator if you need another language.

For more help with opening network ports, contact whoever provides support for your router, such as your Internet service provider or router manufacturer.
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EA_AgentX
US Enlisted: 2011-10-24
2013-12-11 17:12 , edited 2013-12-11 17:14 by EA_AgentX
NAT Settings and how they can affect Multiplayer/Chat [support.xbox.com]

Can your Xbox One connect to Xbox Live, but you can’t hear your friends online within a game or a party? Or are you unable to host or join a particular multiplayer game? If so, then you may be encountering a Network Address Translation (NAT) related issue. Answer a few questions and we’ll try a number of solutions to fix the problem.

Important Before you get started, check the Xbox LIVE service status for up-to-date information about any service outages or alerts.

First, we’ll want to check your current NAT type. To do this:

Press the Menu button on the Xbox One controller.
picture
Select Settings.
Select Network.
On the Network settings screen, under Current Network Status, the NAT Type field will tell you your current NAT type.

http://compass.xboxlive.com/assets/dc/ee/dceee94b-2073-4ab4-9a9c-4e4629355ed4.png?n=one-network-setup-wireless-l.png [compass.xboxlive.com]
Why NAT is important

http://compass.xboxlive.com/assets/8c/77/8c77561a-06e1-463d-9ccc-fd9ab3253c7e.png?n=one-network-nat-m.png [compass.xboxlive.com]
OPEN NAT
With an OPEN NAT type, you’re able to chat with other people, as well as join and host multiplayer games with people who have any NAT type on their network.
MODERATE NAT
With a MODERATE NAT type, you’re able to chat and play multiplayer games with some people; however, you might not be able to hear or play with others, and normally you won’t be chosen as the host of a match.
STRICT NAT
With a STRICT NAT type, you’re only able to chat and play multiplayer games with people who have an OPEN NAT type. You can’t be chosen as the host of a match.
To resolve your multiplayer game issue, it will be necessary to recheck your NAT type after each solution we try. These are the steps you’ll need to take to refresh and retest your NAT type:

1. From the Network settings screen, select Test multiplayer connection.
2. After the test is complete, you will need to pull and hold both triggers and both bumpers on your controller. This will display a Detailed network statistics screen.
http://compass.xboxlive.com/assets/8a/e2/8ae272b7-b316-468a-88c1-5ae3f14db7c3.png?n=one-network-detailed-statistics-l.png [compass.xboxlive.com]
3. In the second column of the Detailed network statistics screen you will see a field called Detailed NAT information. At first, you will see (…) displayed in this field while your NAT type is being retested. Once you see NAT information displayed in this field, the test is complete.
4. Press the B button on your controller to return to the Test multiplayer connection results.
5. Select Continue to return to the Network settings screen and check your NAT type.

On the Network settings screen, you’ll need to check to see if your NAT type is “Open”. If your NAT type is “Open”, then that should resolve your multiplayer issue. If your NAT type is “Moderate” or “Strict”, you will need to continue troubleshooting by trying the next solution.
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EA_AgentX
US Enlisted: 2011-10-24
2013-12-11 17:13
What’s the difference between a modem, a router, and a gateway? [support.xbox.com]

A modem is a device that lets another device transmit data over the Internet. A modem converts digital information from a computer into packets that can be transmitted over the communication infrastructure.

A router is a device that is used to connect multiple devices to a network. In a home network, a router is used to connect multiple devices to the Internet without a dedicated connection for each device. Typically, multiple devices send data to the router, and the router then sends the information to a modem.

Data from the Internet is received by the modem, which sends the data to the router. The router examines the data and then sends the data to the appropriate device on the network based on the IP address in the data.

A gateway is similar to a router except for a few key differences. The most significant difference between a gateway and a router is that a gateway is a stand-alone device and a router other is not. A router requires a connection to a cable or DSL modem to allow Internet access. A gateway is essentially a modem and a router combined into one device, and it does not need a modem to connect to the Internet.

How do I tell if I have a modem or a gateway?

If you aren’t sure whether the device in your home network is a modem or a gateway, there are a few clues to look for:

Visually inspect the labels on the devices. If the type of device is not explicitly labeled on the device, a manufacturer name or model number may help you determine the type of device.
Most gateways have wireless capabilities, modems do not. If you have a wireless signal from a device that is connected to your cable or DSL to allow Internet access, then you most likely have a gateway.
If you have multiple physical ports on the device that is connected to your cable or DSL to allow Internet access, then you most likely have a gateway.
If these suggestions do not help you quickly determine whether you have a modem or gateway, then you can review the manufacturer documentation that came with device or contact your ISP.
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EA_AgentX
US Enlisted: 2011-10-24
2013-12-11 17:21 , edited 2013-12-11 17:22 by EA_AgentX
Xbox One Random Disconnections? [support.xbox.com]


Is your Xbox One getting randomly disconnected from Xbox Live? If so, answer a few questions and we’ll try a number of solutions to remedy this problem.

Important Before you get started, check the Xbox LIVE service status [support.xbox.com] for up-to-date information about any service outages or alerts.

Run the Xbox speed test utility

Verify the speed of your console’s Internet connection. To verify the speed of your Internet connection, run the Xbox One console speed test:

Press the Menu button on the Xbox One controller.
Select Settings.
Select Network.
Select Detailed Network Statistics.
The results should appear in a few moments.
Write down the following information from your speed test results:

Download speed
Upload speed
Ping
Note Having this information handy will make the discussion easier if you have to contact your ISP later.

Compare your speed test results to the following speeds, which we recommend as minimum requirements for the best connection experience:

http://img138.imageshack.us/img138/81/f9qt.jpg [img138.imageshack.us]
Please keep in mind that these are the minimum requirements in order for a game or app to have a “Certified” experience. The higher your connection speed, the better your experience will be.
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