Network Address Translation Troubleshooting Guide

First time connecting to Live, connection issues, NAT errors and more.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 3:10 pm

Welcome to the Xbox One Network Address Translation Troubleshooting Guide

PLEASE NOTE: THIS IS A MULTI-LAYERED THREAD AND SHOULD NOT BE FOLLOWED IN ORDER - IT CONTAINS MANY DIFFERENT TEST ROUTES AND SOLUTIONS. PLEASE USE THE TICK/CROSS LINKS WITHIN POSTS TO NAVIGATE THROUGH YOUR CHOSEN TROUBLESHOOTING THREAD

Credit for the following guide goes to the Xbox Support Team - it was adapted for this forum from the Xbox Support forums

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:

  1. Press the Menu button on the Xbox One controller.

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  2. Select Settings.
  3. Select Network.

On the Network settings screen, under Current Network Status, the NAT Type field will tell you your current NAT type.

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Why NAT is important

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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.

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  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.




Is your game hosted in the Xbox Cloud?

Before we begin troubleshooting your NAT, we should first check where the game you are playing is being hosted. NAT will not affect your ability to play multiplayer if the game you are playing is taking advantage of the Xbox Cloud. NAT will only affect peer-to-peer gaming.

The following Xbox One games are currently taking advantage of the Xbox Cloud for multiplayer hosting:

  • Forza Motorsport 5
  • Titanfall
Is your game listed here?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 3:42 pm

Check to see if IPSec pass-through is enabled

The Xbox Cloud uses IPsec protocol to secure communication between your console and the Cloud. If IPsec is not enabled within your router’s settings, then you will be unable to communicate with the Cloud. This will interfere with multiplayer gaming.

By default, most routers either do not allow you to disable IPsec, or they have it enabled by default. You will still need to verify this setting.

Access your router’s settings to determine if your router has the ability to disable IPsec, and if so, make sure that IPsec is enabled.

For more information about your specific router’s settings, see the device manufacturer’s support pages. Is IPSec pass-through enabled on your network device?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 3:43 pm

Are you using a modem or a gateway?

What’s the difference between a modem, a router and a gateway?

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 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 labelled 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 probably 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 probably 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.

Image - My home network uses a gateway AND a router
Image - My home network uses a gateway ONLY
Image - My home network uses a modem AND a router
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 4:05 pm

Enable IPSec pass-through on your router

If IPSec is not enabled on your router, you should first verify that we have not collected any known issues for your device as it pertains to IPsec. Then you’ll need to enable IPsec pass-through and retry joining a multiplayer match.

After adjusting your router’s settings, you may need to power cycle your network device for the change to take effect. After resetting your router, try to join a multiplayer game to see if this change resolved your issue.

Did this resolve your issue?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 4:07 pm

Solution A: IPSec passthrough is required to access the Cloud

The Xbox Cloud uses IPsec protocol to secure communication between your console and the Cloud. If IPsec was not enabled within your router’s settings, then that would make it impossible to join a multiplayer game being hosted in the Xbox Cloud.

By enabling IPsec pass-through, you have opened up communication between your Xbox One console and the Xbox Cloud.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 4:13 pm

Put your gateway into bridge mode

If you use a router and a gateway, both devices may be performing NAT. If both devices are performing NAT, you may have trouble hosting or joining multiplayer games and parties or hearing other players.

To resolve this issue, put your gateway into bridge mode.

Note: You may have to contact your ISP to get instructions on how to put the gateway into bridge mode or obtain your PPPoE information.

For more information on how to put your gateway into bridge mode, visit our Networking Hardware Information forums to learn how to configure and update your specific network hardware.

Note: Clicking this link opens a second browser window so that you won’t lose your place while you’re looking for information about how to configure your network hardware.

Once your gateway is in bridge mode, check your NAT information again to see if this resolved your issue:

  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.

    Image

  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, is your NAT type now “Open”?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 4:17 pm

Solution B: The gateway was causing NAT issues, and the router is working

After you put a gateway into bridge mode, the gateway no longer provides Network Address Translation (NAT) and routing functions. In bridge mode, a gateway is a passive transfer point.

Then, the router is only device that can enforce a strict or moderate NAT. The issue is resolved by the UPnP settings within the router, which is usually set to “On” by default.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Mon Feb 24, 2014 4:32 pm

Do you have a public or private IP address?

  1. Sign in to your router settings.
  2. Access either the status page or WAN settings page.
  3. Verify or record the WAN or Internet IP address.
  4. On your computer, go to the What Is My IP Address site or the IPmarker site to verify your public IP address.
  5. Compare this IP address to the one that you recorded from your router in step 3.
If the IP addresses match, then your router is being assigned a public IP address and open NAT should be possible. If the IP addresses do not match, then your ISP is supplying you with a private IP address and open NAT will not be possible under the current configuration.

Do the two addresses match?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 10:21 am

Turn on UPnP to refresh your NAT table

UPnP is a standard that helps routers communicate effectively. If your router or gateway supports UPnP, it is likely to be enabled by default.

In some scenarios, you may be able to resolve connectivity issues by refreshing the Network Address Translation (NAT) table. To refresh the NAT table on a router where UPnP is already enabled, you need to disable UPnP, save your changes and then power cycle your router. After that, you will need to turn UPnP back on and save your changes.

Important Do not use a combination of port forwarding, UPnP and perimeter network (also known as DMZ) settings. If you previously enabled perimeter network functionality on your router, you must disable the perimeter network before you try this procedure.

Follow these steps to turn UPnP off and on:

  1. Log in to your router's web-based configuration page to and make sure UPnP is turned on.

    Note: Refer to your router's documentation or support website for help turning UPnP on for the first time, or off and then back on. Make sure that the router is restarted each time you update any of the router settings. If the router does not restart automatically, manually restart the router.

  2. Turn the UPnP setting off, and then save your changes.
  3. Restart your console and all your network hardware (your modem and router).
  4. Log in to your router's web-based configuration page to make sure UPnP is turned off.
  5. Turn the UPnP setting back on, and then save your changes again.
  6. Restart your console and all network hardware (your modem and router).
Once you have reset your router, check your NAT information again to see if this resolved your issue:

  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.

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  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, is your NAT type now “Open”?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 10:22 am

Solution C: The NAT table needed to be refreshed

Network Address Translation (NAT) is a networking concept that allows your router to share a single IP address across multiple devices. Instead of your Internet service provider (ISP) assigning an IP address to every device that connects to the Internet, NAT allows your ISP to assign a single IP address to your router. The router then manages a set of IP addresses for all the devices on your home network.

When a computer, Xbox One or other Internet-enabled device behind your router makes a connection to a server on the Internet, the router has to "remember" which connection on which device sent the request. When the response comes back, the router must route it to the same connection on the same device. This information is kept in the NAT table.

When the NAT table is full, the router can't remember any more connections. Therefore, it appears to hang.

By toggling the UPnP off and back on, you refreshed the NAT table and the router was then able to communicate with the devices on your network.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 10:28 am

Contact your ISP about getting a public IP address

Private IP addresses are IP addresses that fall within certain address ranges. These address ranges include:

  • 10.0.0.0 to 10.255.255.255
  • 172.16.0.0 to 172.31.255.255
  • 192.168.0.0 to 192.168.255.255
A device with a private IP address is being routed, which means it is connecting through a router or other device that performs Network Address Translation (NAT). Some ISPs will route information before it arrives at your home. This creates a NAT issue before the connection reaches your modem or network hardware.

A public IP address is an IP address that is outside the ranges for private IP addresses. Public IP addresses are assigned to devices that connect directly to the Internet. For example, blocks of public IP addresses are assigned to Internet Service Providers (ISPs), which then assign the addresses directly to customers.

If you have been assigned a private IP address, you will have to contact your ISP to request a public IP address to eliminate a NAT issue on your Xbox. If your ISP cannot supply you with a public IP address, you will have to change ISPs, or you will not be able to resolve the NAT issue.

When and if you’re able to get a public IP address from your ISP, check your NAT information again to see if this resolved your issue:

  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.

    Image

  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, is your NAT type now “Open”?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 11:02 am

Solution D: The private IP address supplied by your ISP was causing the NAT issue

When your ISP supplies you with a private IP address, then they are performing NAT prior to the connection reaching your house. This network design makes it impossible for you to resolve the NAT issue yourself within your home network.

By getting your ISP to supply you with a public IP address, or by choosing an ISP that has a public IP address range, you now have the ability to control the NAT settings within your home network.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 11:20 am

Are you getting a Teredo IP address error?

While refreshing your NAT Type in the prior step, you ran the Multiplayer connection test.

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At the conclusion of that test (before you pulled and held both triggers and bumpers to get to the Detailed network statistics screen), did you see a screen that says Can’t get a Teredo IP address?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 11:36 am

Check IPv6 settings on your router

You will need to check your router’s confutation UI for an IPv6 settings page, and then look for the following options:

  • Allow Teredo tunnelling
  • Allow IPv6 tunnelling
If you see either of these settings in your router’s confutation page, set them to Yes (or Allowed or Enabled).

After adjusting your router’s settings, you may need to power cycle or reboot your network device for the change to take effect. After you have done this, try running the Multiplayer connection test again. If after running that test, you do not see a screen that says Can’t get a Teredo IP address, then follow these steps:

  1. Pull and hold both triggers and both bumpers on your controller. This will display a Detailed network statistics screen.

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  2. 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. When you see NAT information displayed in this field, the test is complete.
  3. Press the B button on your controller to return to the Test multiplayer connection results.
  4. Select Continue to return to the Network settings screen and check your NAT type.
If after adjusting your router’s settings and running the Multiplayer connection test, you do still see a screen that says Can’t get a Teredo IP address, then look for the following option within your router’s confutation UI:

  • Enable IPv6
If you see this setting, ensure that it is set to No (or Disabled).

After adjusting your router’s settings, you may need to power cycle or reboot your network device again for the change to take effect. After you have done this, try running the Multiplayer connection test again.

If you do not see the screen that says Can’t get a Teredo IP address this time, then follow steps 1-4 listed above to check your new NAT type, and select the Tick below to continue. If you do see this Can’t get a Teredo IP address screen again, select the Cross below to continue to the next solution.

Did this work?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 11:38 am

Solution E: IPv6 settings were blocking Teredo

Xbox is using Teredo servers to enable peer-to-peer gaming and chat. Your router’s prior settings were blocking the Teredo traffic, which could interfere with one or more of the following tasks:

  • Chat in games
  • Chat in parties
  • Join multiplayer games
  • Host multiplayer games
  • Receive an Open NAT
By changing your settings, you have enabled your router to carry Teredo traffic, which resolved your issue.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 11:42 am

How many Xbox consoles do you have?

Image - I have one Xbox One
Image - I have more than one Xbox console
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 11:51 am

Enable perimeter network (also known as DMZ) functionality on your router

Perimeter network (also known as DMZ) functionality on a router is used to remove restrictions to the Internet. This essentially moves your device to an area outside your network firewall. You should be able to connect to Xbox Live, join games and host games or parties if you enable perimeter network functionality on your router.

Note: It is critical that you use a static IP address on the console when you set up a perimeter network. To set a static IP address, use your router’s DHCP reservation function, when available. If this is not available, you will have to set up manual IP settings on your Xbox. You will only be able to place one Xbox console into the perimeter network. Therefore, if you have multiple consoles, this solution will only resolve the issue for one Xbox.

Important: Do not use a combination of port forwarding, UPnP and perimeter network settings. If this solution does not resolve your issue, you must disable the perimeter network (DMZ) before you go to the next step.

Once you have reset your router, check your NAT information again to see if this resolved your issue:

  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.
Now test your Xbox Live connection:

  1. Press the Menu button on the Xbox One controller.
  2. Select Settings.
  3. Select Network.
  4. On the Network Settings screen, select Test network connection on the right side of the screen.
If this solution worked, your console will connect to Xbox Live.

Note: If you are prompted to update your console software, select Yes.

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  1. 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.
  2. Press the B button on your controller to return to the Test multiplayer connection results.
  3. Select Continue to return to the Network settings screen and check your NAT type.
On the Network settings screen, is your NAT type now “Open”?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 11:52 am

Solution F: UPnP was no longer properly resolving

Universal Plug and Play (UPnP) is a standard that helps network devices discover each other and communicate effectively. UPnP lets devices join a network, broadcast the device name and learn about other networking devices.

Therefore, if UPnP is not working correctly, a device may not be able to join a network or communicate with other devices. The solution you put in place allows the Xbox One to bypass the router’s firewall and NAT table in order to successfully talk to the ports needed by Xbox Live.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 12:06 pm

Open network ports using port forwarding

Your network hardware or firewall might be blocking communication with the Xbox Live servers.

If you're connected to a network through your workplace or school or college network, ask the network administrator to open the following ports:

  • Port 88 (UDP)
  • Port 3074 (UDP and TCP)
  • Port 53 (UDP and TCP)
  • Port 80 (TCP)
  • Port 500 (UDP)
  • Port 3544 (UDP)
  • Port UDP 4500 (UDP)
If you’re connected to a home network, you may need to open ports on your network hardware yourself through port forwarding.




Part 1: Set a static IP address or switch to manual IP settings

To set a static IP address, use your router’s DHCP reservation function, when available. If this is not available, you will have to set up manual IP settings on your Xbox.

Setting up a DHCP reservation within your router

To reserve a static IP address for your Xbox within your networking hardware, go to the DHCP or LAN section and add the MAC address of the Xbox in the reserved section.

If the DHCP reservation function is not available on your router, you will have to set up manual IP settings on your Xbox.

Get your computer’s IP settings

Before you open ports on your network hardware, you need to get the IP settings from your computer. Then you can use those IP settings on your Xbox console.

  1. On your computer, click Start, type cmd, and then press ENTER.
    Note: If you’re using Windows XP, click Start, click Run, type cmd and then press ENTER.
  2. At the prompt, type ipconfig/all and then press ENTER.
  3. Find your network connection (for example, look for something called "Ethernet Adapter Local Area Connection" or "Wireless Adapter Local Area Connection"). Write down the numbers for the following items:
    • IPv4 address (or IP address)
    • Subnet mask
    • Default gateway
    • DNS server(s)
  4. Make up a unique IP address for your Xbox console, and write it down. A simple way to do this is to increase the last number of your computer’s IP address by 10. For example, if your computer’s address is 192.168.1.2, use 192.168.1.12 for your console’s unique IP address.
    Note: Each IP address on your network must be unique.
Now you need to set your console’s IP settings.

Set your console’s IP and DNS settings

  1. From Xbox Home press the Menu button on the Xbox One controller.
  2. Select Settings.
  3. Select Network.
  4. Select Advanced Settings.
  5. Select IP settings.
  6. Select Manual.
  7. Enter the unique IP address that you made up, and then select Enter.
  8. Enter your computer’s Subnet mask, and then select Enter.
  9. Enter your computer’s default Gateway, and then select Enter.
  10. Select DNS Settings.
  11. Select Manual.
  12. Enter the Primary DNS setting that you found on the computer, and then select Enter.
  13. Enter the Secondary DNS setting that you found on the computer (if there was one) and then select Enter.
  14. Press B on your controller, and then test your connection again.



Part 2: Open ports on your router or gateway

Next, open ports on your router or gateway so that your network hardware can communicate with the Xbox Live servers.

Open ports on your router or gateway

  1. Start your web browser.
  2. In the Address bar, type the default IP address for your router or gateway, and then press ENTER. Here are the default IP addresses for a few router and gateway manufacturers:
    Belkin: 192.168.2.1
    Linksys by Cisco: 192.168.1.1
    D-Link: 192.168.0.1
    NETGEAR: 192.168.0.1. or 192.168.1.1
  3. Type your user name and password (for your router or gateway), and then click OK.
    Note: If you do not know the default user name and password, refer to your hardware manufacturer’s documentation.
  4. Once you are logged in, you should see your router or gateway's configuration page.
  5. Open the following ports:
    • Port 88 (UDP)
    • Port 3074 (UDP and TCP)
    • Port 53 (UDP and TCP)
    • Port 80 (TCP)
    • Port 500 (UDP)
    • Port 3544 (UDP)
    • Port UDP 4500 (UDP)
Important: Do not use a combination of port forwarding, UPnP and perimeter network (also known as DMZ) settings. If you previously enabled perimeter network functionality on your router, you must disable the perimeter network before you try this procedure.

Once you have opened the necessary ports on your router or gateway, check your NAT information again to see if this resolved your issue:

  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.

    Image

  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, is your NAT type now “Open”?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 1:40 pm

Solution G: Restore router to defaults (no connection test)

Restore your router to factory defaults

When you restore a router to factory defaults, all of the router settings return to the way they were when you purchased the router. To reset your router, follow these steps.

Note: If you have trouble following these steps, contact your router manufacturer for assistance.

  1. Inspect the back or bottom of the router for a button or small hole. The button or small hole should be labelled "Reset".
  2. Press the button or insert the end of a paper clip into the small hole and hold for at least 10 to 30 seconds.
Note: When the lights on the router blink, the router has been reset to factory settings.

That's it!

To reset your Internet connection, following these steps after you reset the modem:

  1. Unplug the power cable from your modem.
  2. Disconnect the Internet connection cable from the modem. Typically, this cable comes out of the wall.
  3. Unplug the power cable from your router
  4. Wait at least one minute.
  5. Connect the power cord and internet connection cable to your modem.
  6. After the lights on the modem have returned to normal, connect the power cable to your router.
  7. Wait at least one minute, and then verify that you are connected to the Internet.
If the steps above do not match your specific hardware, and your hardware manufacturer is not listed in the information that we have gathered so far, refer to your device documentation or the manufacturer's website for help resetting your hardware.




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Make sure that you include the following information in your post:

  • Which Xbox Live connection error you're getting
  • The make and model of your router or other network hardware
  • The troubleshooting steps that you’ve already tried
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 1:47 pm

Can your router support multiple consoles with an Open NAT setting?

Not all routers can support multiple consoles with an Open NAT. To determine the make and model of your router and modem, inspect the labels on the device or refer to the device documentation.

Does your router support multiple consoles?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 1:52 pm

Check to see if your firmware needs to be upgraded

Routers, both wired and wireless, contain embedded software called firmware. The router firmware includes network protocol, security and administrative features. Routers that have older information stored in the firmware may not work correctly.

Router manufacturers often provide updates that improve performance, stability, security and connectivity. Updating router firmware can resolve issues with slow performance or dropped connections.

You can download these firmware updates and install them yourself. Your computer needs to be directly connected to the router using an Ethernet cable so you can upload the new firmware file directly to the router.

Once you have reset your router, check your NAT information again to see if this resolved your issue:

  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.

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  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, is your NAT type now “Open”?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 1:55 pm

Solution H: Your device’s firmware needed to be updated

Routers, both wired and wireless, contain embedded software called firmware. The router firmware includes network protocol, security and administrative features. This data is stored on a chip inside the router and cannot be changed by a user.

However, router manufacturers often provide updates that provide performance, stability, security and connectivity improvements. Updating the router’s firmware can resolve issues with slow performance, dropped connections and NAT issues. As manufacturers identify issues, they update their firmware to correct any problems.

By downloading and installing these firmware updates, you were able to resolve a known issue with your device that was causing the connection issue for your Xbox.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 1:56 pm

Solution I: Your router will not support multiple Xbox consoles

Because some routers do not fully support certain features, you may be unable to connect multiple Xbox consoles to the same router at the same time. For example, if the router does not fully support UPnP, you may be unable to connect multiple Xbox consoles at the same time.

To work around this issue, consider the following:

  • Connect only one of your Xbox consoles to the router at any one time.
  • Connect the Xbox consoles to a router that can support multiple Xbox consoles.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 2:02 pm

Restore your router to factory defaults

When you restore a router to factory defaults, all of the router settings return to the way they were when you purchased the router. To reset your router, follow these steps.

Note: If you have trouble following these steps, contact your router manufacturer for assistance.

  1. Inspect the back or bottom of the router for a button or small hole. The button or small hole should be labelled "Reset".
  2. Press the button or insert the end of a paper clip into the small hole and hold for at least 10 to 30 seconds.
Note When the lights on the router blink, the router has been reset to factory settings.

That's it!

To reset your Internet connection, following these steps after you reset the modem:

  1. Unplug the power cord from your modem.
  2. Disconnect the Internet connection cable from the modem. Typically, this cable comes out of the wall.
  3. Unplug the power cord from your router.
  4. Wait at least one minute.
  5. Connect the power cord and internet connection cable to your modem.
  6. After the lights on the modem have returned to normal, connect the power cable to your router.
  7. Wait at least one minute, and then verify that you are connected to the Internet.
Once you have reset your router, check your NAT information again to see if this resolved your issue:

  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.

    Image

  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, is your NAT type now “Open”?

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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 2:04 pm

Solution J: The router needed to be rebooted

When you restart a router, you force the router to break and then re-establish the following connections:

  • The connection between the modem and the router.
  • The connection between the router and the Xbox One console.
A connection can become "stale" for several reasons. A common problem is that a lease on an IP address is not renewed as expected, which prevents your device from communicating with other devices. When you break the connection, your Xbox console gets a new lease and is able to communicate with other network devices.
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Network Address Translation Troubleshooting Guide

Postby N30Cr0n » Tue Feb 25, 2014 2:10 pm

Would you like to try to set up one Xbox console for multiplayer gaming and leave other consoles for single-player gaming or streaming?

We have identified that your router will not allow two or more consoles to connect to Xbox Live without each console receiving a NAT error. This issue is specific to your network hardware.

You may be able to connect one of your consoles to Xbox Live without receiving this NAT Error.

If this is successful, you will have one Xbox console that can connect to Xbox Live without the NAT error, so you will be able to host or join multiplayer games on that console only. All other consoles will be able to connect to Xbox Live and can be used for single-player gaming and streaming of online content. However, because of the NAT issues, the other consoles will not be able to join or host a multiplayer game.

Note: There is still a chance that you will not be able to resolve the NAT error on any of your consoles, due to specific issues with your router. It’s also possible that even if you correct the NAT error issue with one console, the other consoles still may not be able to connect to Xbox Live.

Would you like to try this solution?

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