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The two most common causes for issues on Xbox are below. It's good to make sure these are resolved early.
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Xbox Troubleshooting
3
Friend Request Notification Not Received | |||
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Step | Possible Causes | What to Confirm | Possible Solution |
1 | Known Xbox Issue of notifications not appearing | Client has sent friend request | Rat needs to manually add client |
| 2 | |||
Xbox Live Server Issues
Xbox Live services are operational http://support.xbox.com/xbox-live-status
Reschedule drill until Xbox Live services are fully functional
| Client and rat have not sent each other friend requests | Confirm that client and Rat have each sent friend requests and the Rat has the client as a Favorite | Client changes friendship status of the Rat to “Favorite” | |
3 | Xbox Live Server Issues | Xbox Live services are operational http://support.xbox.com/xbox-live-status | Reschedule drill until Xbox Live services are fully functional |
Client Profile is Offline | |||
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Step | Possible Causes | What to Confirm | Possible Solution |
1 | |||
Client and rat have not sent each other friend requests
Confirm that client and Rat have each sent friend requests and the Rat has the client as a Favorite
Online Safety and Privacy settings prevent multiplayer gaming | Account Settings > Online Safety and Privacy Settings are Set to Adult Default | Client changes Online Safety and Privacy Setting to Adult Default. Client can change the settings back after the rescue if they're concerned about security/privacy. It's critical that this is set correctly, even just "hiding friends" is known to cause issues with the comms panel. |
2 | Client profile is set to offline | Client’s profile says “Appear Offline” | Client click button on their profile page that says “Appear Online” and reboots Xbox. They can get to their profile by double-tapping the Xbox button on their controller, going up to their profile icon, selecting view profile and hitting the button that says “Appear Online” |
3 | Known Xbox Bug | Have client contact Xbox support to resolve the issue. Reschedule the rescue until the problem is resolved |
Rat and/or Client Name Not Showing on Comms Panel | |||
|---|---|---|---|
Step | Possible Causes | What to Confirm | Possible Solution |
1 | Client and rat have not sent each other friend requests | Confirm that client and Rat have each sent friend requests and the Rat has the client as a Favorite | Client changes friendship status of the Rat to “Favorite” |
| 2 | Online Safety and Privacy settings prevent multiplayer gaming | Account Settings > Online Safety and Privacy Settings are Set to Adult Default | Client changes Online Safety and Privacy Setting to Adult Default. Client can change the settings back after the rescue if they're concerned about security/privacy. It's critical that this is set correctly, even just "hiding friends" is known to cause issues with the comms panel. |
| 3 | NAT Type | Network Settings > Network, NAT Type is Open | Client and/or rats with moderate/strict NAT Type hard reboot their Xbox including pulling the cord for 10 seconds |
Client and/or rats reconfigure their router for port forwarding or place the Xbox in the DMZ http://forums.xbox.com/xbox_support/networking-hardware/default.aspx | |||
| Confirm that no other Xbox’s are connected to the Network and reboot the Client or Rat’s Xbox | |||
| 4 | Geographic | Geographic location of client and rat(s) | Reschedule the drill and attempt with different rats from the same region |
| 5 | Miscellaneous | In game text comms work | Rat invites client to wing (i.e. reverse wing) |
| Rat jumps to another system or drop to normal space and back to supercruise | |||
| Have the client SC Hop and attempt to wing from local. If that doesn’t work have the Rat follow the client and drop manually on their low wake | |||
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Rat Can’t Instance with Client | |||||
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Step | Possible Causes | What to Confirm | Possible Solution | ||
| 1 | General Instancing | n/a | Follow standard instancing SOP: SC Hop, Manual, wingless, Voice Comms, Assign Additional Rats as appropriateOnline Safety and Privacy settings prevent multiplayer gaming | Account Settings > Online Safety and Privacy Settings are Set to Adult Default | Have client change their Online Safety and Privacy Settings to “Adult Default” and hard reset their Xbox |
| 2 | NAT Type | Network Settings > Network, NAT Type is Open | Client and/or rats with moderate/strict NAT Type hard reboot their Xbox including pulling the cord for 10 seconds | ||
Client and/or rats reconfigure their router for port forwarding or place the Xbox in the DMZ http://forums.xbox.com/xbox_support/networking-hardware/default.aspx | |||||
| Confirm that no other Xbox’s are connected to the Network and reboot the Client or Rat’s Xbox | |||||
3 | Online Safety and Privacy settings prevent multiplayer gaming | Account Settings > Online Safety and Privacy Settings are Set to Adult Default | General Instancing | n/a | Follow standard instancing SOP: SC Hop, Manual, wingless, Voice Comms, Assign Additional Rats as appropriateHave client change their Online Safety and Privacy Settings to “Adult Default” and hard reset their Xbox |
4 | Geographic | Geographic location of client and rat(s) | Reschedule the drill and attempt with different rats from the same region | ||
| If the client is AUS/NZ or we're otherwise unable to instance with them, have the client submit a support ticket to FDev stating that they contacted us and we were unable to instance. In the past FDev support have refueled the client when we were unable to | |||||
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