Random "Disconnected from Xbox Live" events while playing CoD Black Ops 2 and CoD ...

After browsing the forums, it looks like several people are having this issue, especially with Comcast Xfinity ISP and the Technicolor
TC8305C cable modem. I first started noticing the xbox live disconnect issue a week or two after the most-recent system update for the Xbox 360, which I think was back in late August or September.

Much thanks to forum support people like "taidara", and others, who have been working on a solution to this issue. I really appreciate your efforts!

Here is specific info for my system, and what has been performed thus far.

What Country/State/Province do you live in?

Alabama, US

Modem brand & model number:

Technicolor TC8305C

Router brand & model number:

Linksys WRT54G/GL/GS

How many consoles do you have connected to this router?

1 Xbox 360

Wired or wireless (for each console):

Wired

If Wireless, are you using a white or black external adapter, or an internal (Xbox 360S) adapter?

Things you have tried:

• Cleared System Cache several times (per Xbox Live support advice).
• Deleted and re-downloaded profile (per Xbox Live support advice); this took about 10 or so re-attempts to successfully download, for some reason.
  
• Removed most recent Xbox 360 system update, and re-downloaded (per Xbox Live support advice).
  
• Turned off Xbox 360 power, physically removed hard disk, reinserted it, and finally re-applied power (per Xbox Live support advice); this resulted in the system requiring a re-download of the Xbox 360 system update.
  
• Provisioned router with set of UDP and TCP port numbers to setup port forwarding to Xbox 360 (per Xbox Live support advice).
  
• Provisioned router to establish a static IP address for the Xbox 360 (per Xbox Live support advice).
  

Is UPnP Enabled? Yes/no/Unknown

Yes

Do you have a NAT error? If so, what is your NAT type?

No, and Open

Any Error Codes you encounter:

I think the famous 8015190E, but I'll re-verify, and will post the results.

Who is your ISP(Internet Service Provider)?

Comcast/Xfinity

After you run "Test Xbox LIVE connection" press “Y” for "More Info”. In the pop-up that appears, what are the following values, if shown? (If a value below does not appear for you, just leave it blank.)

(I will fetch this info next, and will add to the post once obtained.)

Thanks again for your help!

:)

 

Live disconnects during use

Getting completely disconnected from live. Happens while watching netflix and while playing black ops 2

 

The First Thread You Created on the Xbox Forums?

How do I create a thread? I want to explain my problem with being disconnected from xbox live when playing cod black ops 2.

 

Hey there SirLagsAlot7!

Are the disconnects only happening with Call of Duty games? If you think you may have saw the 8015190E error code, let's start with troubleshooting that at

this support page here. Be sure to follow each step in that article.

Post back and let us know how it goes!

 

Hi Mister Beep,

Thanks very much for replying.

Here's the additional info I lacked in the original post, above (W, X, Y, etc. values):

W: 0000 - 000B

X: 0000 - F001

Y: 20A8 - 4840

Z: 0000 - 0000

ID FFFF - FFFF

L: 0015 - 10F0

Q: 8007 - 0435

T: Wired

A:

G:

D:

After looking at the link you provided regarding the 8015190E error code, I haven't been able to reproduce this error, at least lately (within the last week or so), so perhaps I'm hampered by some other aspect of the underlying issue. I have performed each
step or "solution" (5 total) proposed in the link, though, for what it's worth.

I did some digging around on the Comcast support forum yesterday, and found the following info regarding a similar issue to mine, where the Comcast customer also has a Technicolor TC8305C and is having issues connecting to xbox live. The excerpt below is
from a reply to the original post:

• 4 things should be done:
• 1-Contact Microsoft and get the right port numbers and their services or you could just Google it.
  
  XBox One :
  support.xbox.com/.../network-ports-used-xbox-live
  
  XBox 360:
  support.xbox.com/.../network-ports-used-xbox-live
  
• 2- Implament a Factory Reset by holding in the reset button on your Technicolor for 35 seconds.
  
• 3-Get a Laptop or a Desktop and connect to the Technicolor Hard Wired or Wireless.
  
• 4-A-How to portforward an XBox One:
  portforward.com/.../Xbox_One.htm
• 4-B-How to portforward an XBox 360:
  portforward.com/.../Xbox_Live_360.htm
  
• This info comes a Tech who works for CC as a Home Network Technician.
  

Step 2 above stood out in particular, since I haven't messed with the cable modem in my troubleshooting yet, so I performed a factory reset on the TC8305C by depressing the reset button on the modem. After several minutes, the modem placed all of its ducks
back in a row, and I was able to get back on the internet.

This evening, I wanted to see if xbox live connectivity had improved, so I played CoD black ops 2 multiplayer. After about 25 minutes, I was disconnected from xbox live, as usual. I reconnected, and then was able to play for another 25 minutes before needing
to sign out and do other things. So, this evening only 1 disconnect event, but the problem is still hanging around.

To provide further info, I did some google searching on this general issue, to see what I could find. I used the search string "comcast isp xbox live disconnect". One of the search hits was the World of Tanks user forum (forum.worldoftanksxbox360edition.com).
Several people on the WoT forum were struggling with what appears to be the same issue we are here on the xbox.com forum (specifically, Comcast ISP and the Technicolor modem, or similar).

On pages 4 and 5 of the forum article, one user appeared to find a solution to his problem, which I've copied and pasted here:

• Well, got on the phone with Comcast and ended up getting a very friendly and knowledgeable support rep. Anyway, I explained my situation and provided the details we discovered here on the forum. He was more than happy to investigate
  and make the necessary changes. Ultimately, I had them put the modem in "Bridge Mode" and installed my Linksys E2500 Wireless Router/switch. I'll post here if anything changes or if I continue to run into this problem.
  
• The Comcast Tech rep stated this firmware update effected the wireless connection configuration specifically. Moreover, went on to say this will also directly effect the wired connectivity as well. Apparently, what happened was
  the recent firmware update sets/hard-codes the default channel to 11 amounstt a few other parameters including the WMM. The Comcast tech modified the modem parameters and re-provisioned the modem. This essentially forces a new config file to the modem. Voila!
  

I'm curious to know what you guys think about the above solution that appears to have worked for this WoT player?

Here's yet another WoT player's solution to this general disconnect problem:

• Just a quick follow up. Almost 2 hours on the phone and several disconnects, I found someone who knew how to do solve the issue. Note call them on your cell as the bridge mode kills your phone (the girl said "well of course it
  does", hey the TV was still running, you could have said something first....). The guy who helped me re-provisioned first, then went to bridge mode. He said it does not always take, he knew what to look for.
  
• Posting today as I wanted to make sure, I was able to play over the weekend without getting kicked.
  

Just wondering what you guys make of these solutions from WoT players, and if anyone in the xbox.live forum support circles has heard any new info.

Thanks again for your help!

 

I almost forgot to answer this question:

Are the disconnects only happening with Call of Duty games?

We have noticed the disconnects happening in CoD Black Ops 2 and CoD Ghosts, as well as Netflix. But these are about the only 3 games/apps that we are presently using. I'm inclined to believe/hypothesize that we would see disconnects while playing other
games/apps too.

Perhaps I'll do additional experimenting to test this assumption, and will post the results.

Thanks!!

 

Thanks for all of that super helpful info!

It looks like there are known issues with the Technicolor model you have. Check out this post

here, which suggests setting your firewall settings to low or just disabling firewall completely. If that does not work, the next step would be to call Comcast like those WoT players you mentioned did. I really hope that helps, please feel free to post
back and let us know how it goes!

 

Thanks Mister Beep.

I did check the TC8305C firewall settings a few days ago, and it was set to "Low", but wasn't turned completely off. I will try turning the firewall completely off, as a next experiment.

Here is a note I placed on a companion thread to this one, related to the TC8305C, where "taidara" is the support person (just to keep all of the discussion for our thread up to date, and self-contained):

Thanks for helping, taidara.

A quick question. I have a Linksys router sitting between the Technicolor TC8305C and my Xbox 360 (I've had this configuration for a few years, with no issues until recently). In regards to the subset of steps from the provided
URL above (listed below), will I need to keep UPnP and Zero Configuration enabled on the TC8305C? I do have UPnP enabled on the Linksys router, not sure about Zero Configuration on the Linksys (or its equivalent, if there is one for Linksys...)

• Access your gateway's web-utility interface.
  
• From the menu, select Advanced.
• From the submenu, select Device Discovery.
  
• Make sure UPnP and Zero Configuration is ticked enable.
  
• Click Save/Apply.
• From the menu, select Gateway.
• From the submenu, select Firewall.
• Select Custom, and disable the firewall completely.
  
• Click Save/Apply.
• Reboot your TC8305C, and wait for it to connect properly.
  

(I will copy-paste this message on the separate thread I have going with Mister Beep, just to keep him in the loop.)

Thanks!!

Thanks!!

 

Oh cool! Taidara is an amazing Ambassador so I will definitely recommend trying what he says. Since I see that you also have that Linksys router, I would definitely call Comcast to have them disable the router ability on your Technicolor. Try that out, as
well as disabling the firewall on the Technicolor, and let us know how it goes!

 

Hey there SirlagsAlot7!

How cool is that gamertags of yours Haha!

As Mister Beep mentioned; "I see that you also have that Linksys router, I would definitely call Comcast to have them disable the router ability on your Technicolor."

You should only have one device on your network doing NAT (Network Address Translation). If your Technicolor gateway is still running in router mode, you'll have to disable this mode, and make this device run in bridge mode, or pass-through
mode. Endpoints, like your console, are sensitive to multiple levels of NAT over NAT traversal.

When you have your Technicolor correct setup, the device managing NAT should only be your Linksys, and if you're still experiencing connectivity problems, we'll work from there.

Keep us posted and let us know how that goes.

 

Hi taidara!

Yes...had to think for a while about a proper gamertag, and SirLagsAlot basically summed things up for me nicely!

I had the opportunity to chat last night with an official Comcast employee on Comcast's user forum (very polite and professional person by the way, much like you and Mister Beep), and his comments reflected our conclusion on this thread, above, in that for
customers like myself who have an intermediate, stand-alone router situated between the Technicolor TC8305C and networked devices like the Xbox 360, it is advisable to place the TC8305C in "bridge mode", just like you concluded above.

Additionally, at least for the TC8305C, placing it in bridge mode also automatically disables its:

• built-in Wifi (which in my case, I didn't want or need)
• UPnP function
• Zero Configuration function
• (et al)

So bridge mode effectively turns the TC8305C into an "unintelligent plug", which (bless its heart) is probably doing it a favor!

Just to keep a complete set of notes on this issue, I verified that I'm using the latest field-tested/approved TC8305C firmware, revision 01.E6.01.22.12 . Prior to retrieving this revision code, I had manually forced a restore-factory-defaults hard reset
by depressing the recessed reset button on the back of the TC8305C for about 30 seconds, and then releasing. (After performing a hard reset, it took the TC8305C quite some time to get its affairs in order, and attach itself successfully to the Comcast network.)
I believe an after-effect of doing a hard reset is that the TC8305C automatically downloads the latest firmware for itself from a firmware "server", for lack of a better phrase. So, I'm not sure if I was running this latest 01.E6.01.22.12 revision over the
past few weeks, as I've been experiencing xbox live disconnects, or not.

I had a chance to try out the TC8305C in bridge mode last night while playing CoD MW3 (a game I have not yet tried since the xbox live disconnects started happening, so a new data point), and played for about 1 hour with no disconnects to report.

I then played CoD Black Ops 2 (a game for which I have seen frequent disconnects) for an additional hour, also with no disconnects to report. So, a solid 2 hours of online multiplayer gaming with no disconnects, which seems like a good sign.

I plan on doing some more "testing" (gaming) this weekend, and will see if any disconnects occur. I'll update this thread with the results.

Thanks again guys for your help!!

 

I'm glad that you're up and running again (as you should), and I'll be keeping all of my fingers crossed, in hope that your connection to Live will stay as "steady as she goes".

May I ask, are you able to see the date when your TC8305C was updated with the latest version of firmware?

As long as you're in the phase of troubleshooting, I would recommend you to visit the Linksys website, to make sure your router (model- & hardware revision -number) is up-to-date with the latest version of firmware.

Most Linksys SOHO (Small Office Home Office) routers usually have a feature that is known to cause NAT issues, "Block/Filter Anonymous Internet Requests". This feature is to be found in the firewall settings of your Linksys router. Make sure to
disable this feature.

Have a nice weekend!

 

I am running into these same problems with frequency while trying to connect to other online players across multiple games. I only have the modem and was wodering if there was a work around this that is not putting it im bridge mode. I will try the hard
rest and see what happens. This thread has already been a god send in helping me figure out what has been wrong with my connection.

 

Hey there Hipster!

If you haven't already, please go ahead and start a new thread, along with a detailed description of your situation. Include any troubleshooting steps that you've tried so far.

Thanks in advance!

 

Hi guys,

I wanted to provide updates from this weekend's gaming/experimenting. I played CoD Black Ops 2 exclusively last weekend, on 3 different occasions.

The first run was for about 2 hours. I encountered a "disconnected from xbox live" message 1.5 hours into this run. Just this single disconnect event, though.

The second run was for about 2.5 hours, with no disconnect events (so, not bad, relatively speaking at least).

The third and last run was for about 2 hours, with no disconnect events.

So 1 disconnect after about 6.5 hours of CoD Black Ops 2 multiplayer gaming. This is definitely an improvement over what I was seeing before making the changes to the Technicolor TC8305C (putting it in bridge mode). I believe it's fair to say that bridge
mode on the TC8305C is a significant variable in the larger equation.

To provide more info on TC8305C firmware revisions and an associated timeline, from what I've gathered it looks something like this:

• August 26, 2014
  
  firmware revision = 01.E6.01.22.06
  
  Firmware allows customers to manually provision "bridge mode" on TC8305C, among other new/previously-hidden settings.
  
  Numerous Comcast customers begin reporting a multitude of connectivity issues and errors on the Comcast forum (including xbox live issues).
  
• September 14, 2014 (approx.)
  
  firmware revision = 01.E6.00.31, predecessor of problematic 01.E6.01.22.06
  
  (So, the firmware was reverted to the previous revision)
  
  Connectivity issues are corrected for some users, but "bridge mode" can no longer be manually provisioned by the customer.
  
• October 22, 2014 (approx.)
  
  firmware revision = 01.E6.01.22.12 (latest)
  
  "Bridge mode" reappears as a manually provisionable modem setting.
  
  General complaints about connectivity issues persist, though by now folks are beginning to discover that placing the TC8305C in "bridge mode" provides improvement.
  

The timeline and general notes above are a very abbreviated summary of the following Comcast forum thread, which might be worth reading, if anything to compare notes with what a few dozen other folks have observed with the recent firmware updates to the
TC8305C:

Solved: Firmware Updates for Technicolor TC8305C DORY - Xfinity Help and Support Forums - 2289119

Good luck!!