start here

3) Make a post!

If none of the support articles made the grade, and there are no stickies pertaining to your issue, it's time to make a post! When making a post, you can save yourself time by providing the bold info below. If you don't know an answer, no worries,
but do your best. By providing the requested info, you give the community the tools they need to help resolve your issue.

What Country/State/Province do you live in? Los Angeles

Modem brand & model number:

Router brand & model number: **** DG860

Wired or wireless: Both -- see below

Things you have tried:

Is UPnP Enabled? Yes/no/Unknown - No idea

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

Any Error Codes you encounter: -- can't get terado (sp?) ip address

Who is your ISP?(Internet Service Provider): time warner cable

Details -- got a new router from time warner recently, one that supports DOC 3.

My home is on a Mac, running wifi via airport extreme.

Xb1 is connected primarily through wired, but I did have to unplug ethernet and set up wireless in order to connect to my tablet. Once i did that, I reconnected via hardwired ethernet direct to router/modem (not sure what the difference is.... it's a cable
modem, but I thought they were really routers?).

When I connected new modem, which has wifi capabilities too, my mac informed me that there was some error... I forget what, but possibly a double nat error? Was double something. I changed some configurations to get it to work but it's been 6 weeks and
I can't remember exactly what I did. Seems to have fixed the issue. But now I am having trouble with the xb1. Suggestions?

:)

 

Controller Issues? Start Here!

We know how frustrating it can be when all you want to do is play some games, and something goes funky with your controller. Maybe it disconnects frequently, or shuts down unexpectedly, or it won't turn on at all. We have some answers for you here to get
you back to gaming. Read on!

First, let's cover the physical malfunctions like a lack of vibration or unresponsive buttons.

There is a LOT you can do to make sure your controller is working properly. Sometimes what feels like a fault can actually be related to the game or app that you are playing. A great place to start with these is to try a different controller. This is a troubleshooting
step, and not a permanent solution! Play the same game/app with the second controller. If the behavior continues, then it's not a controller problem and you can continue by focusing on the game or app to find a fix. If the malfunction or behavior only happens
with the one controller, then
check out the rest of the steps here to find a fix.

Okay, but what if your controller won't power on at all?

It's time to check the batteries. After each of these steps, hold the Xbox button on the controller to attempt to turn it on:

• • If you're using standard AA batteries, make sure they are inserted correctly and try a fresh pair.
    
  • If you're using the Xbox One Play & Charge Kit, ensure the battery is charged or charging. If it can't hold a charge, then it's time to
    focus on the Kit instead of the controller. If you have a second rechargeable battery pack, try using that instead. If it works,
    then the issue most likely lies with the first pack.
  • Remove all batteries, and plug the controller into the console using a micro-USB cable. Most USB Certified cables
    will work; you don't need to use the Play & Charge cable.

If all of these methods fail to get power to your controller, then your best solution will be to request a repair/replacement through our
Online Service Center.

Now it's on, but it keeps disconnecting! What's going on! Fix it!

This can happen for a number of reasons - the batteries are weak; something is causing wifi interference like other wireless devices or metallic objects; the console needs a power cycle; or you're physically too far away from the console to maintain a connection.
There are a lot of things to try if your controller disconnects frequently, or it won't connect at all. Each step is laid out in

this article. Please try them all, as often times one of them will fix the issue even if another does not.

My controller shut off when I didn't want it to! Aw blerg!

That's okay! The controller is designed to shut down after 15 minutes of inactivity, in order to preserve the batteries. There's no way to change the amount of time that's considered "inactive." Turn it back on the same way you normally would: hold the Xbox
button until it lights up.

If the controller shuts down while you're actively using it, then it is once again time to check your batteries. Try some fresh ones, or a micro-USB cable. If your controller is currently wired and shutting down frequently, then try a new cable to make sure
your current cable isn't malfunctioning.

If you've tried everything here and your controller is still funky, then please start a new thread so we can help you out here in the forum. Include the following info in your post so we get a good picture of what's going on:

• What exactly is happening with your controller? Disconnecting, won't connect, shutting down?
  
• Does it happen during a specific activity? If the issue only crops up while playing a certain game or app, include that in your post.
  
• What have you tried so far? Please be specific and list the steps you've done. Saying "everything" may result in us asking you to repeat stuff you've already tried.
  

 

Party Chat Issues? START HERE!

Hi there everyone!

If you've tried troubleshooting for the "We can't turn on chat right now. Try again later" error and you're still having issues with party chat, then it's time to investigate even further!

Send me a Private Message (by clicking the little envelope under my post) formatted as follows:

________________________________________________________

Title:

<Your Gamertag> Party Chat Issues Information

Body:

• Confirm you tried the steps in Mister Ohnaka's post above
• Console ID (steps to find it):
  
• NAT type(open, moderate, strict):
• ISP:
• Specific date and time of the party chat failure:

If it's happened multiple times, give us the most recent date/time!

________________________________________________________

Also, have your friends (who are having party chat issues while in the same party as you) send me a Private Message with that information as well. Do NOT send an Xbox Live message. Information sent via Xbox Live message will not be investigated or responded
to. All information must be sent via Private Message.

This information is for investigation purposes so you may experience a delay in response to your PM or no response at all; but please rest assured that we are using the information to help us investigate this issue further.

 

Hey BattleYak,



Sorry to hear about your connection issue. Please give the
connection test a go and respond back to what you find out so we can further troubleshoot.

 

Connection test works. It's connected fine. Then I go to multiplayer test and get an error "Can't get Teredo IP address"

Details as to my config.

Cable goes to Arris modem.

Arris modem is set to bridge mode.

Arris modem connected via ethernet to Apple airport extreme, which acts as wifi router for my house.

airport extreme ALSO has an ethernet cable connected directly to the xbox one.

But I'm still getting strict nat.

Plus the "can't get teredo IP" error.

 

OK -- I fixed the problem. How? By following these instructions. No clue what they did, except nat went from strict to open, and it's all working now.