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Friend Request Notification Not Received

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 (i.e. reverse FR)

2Client and rat have not sent each other friend requestsConfirm that client and Rat have each sent friend requests and the Rat has the client as a FavoriteClient 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 rescue until Xbox Live services are fully functional

 

 

Client Profile is Offline

Step

Possible Causes

What to Confirm

Possible Solution

1

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. A full reboot of the Xbox may be required for the change to be reflected (including pulling the power cord from the Xbox)

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”. A full reboot of the Xbox may be required for the change to be reflected (including pulling the power cord from the Xbox)

3

Known Xbox Profile Bug

Have client contact Xbox support to resolve the issue.  Reschedule the rescue until the problem is resolved

 

 

4

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 DefaultClient 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. A full reboot of the Xbox may be required for the change to be reflected (including pulling the power cord from the Xbox)
3NAT TypeNetwork Settings > Network, NAT Type is OpenClient 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
GeographicGeographic location of client and rat(s) are compatible (i.e. US/US, EU/US)Reschedule the drill and attempt with different rats from the same region
53MiscellaneousIn game text comms workRat 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

 

 

2

Wing Invites are Immediately Cancelled

Step

Possible Causes

What to Confirm

Possible Solution

1




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. A full reboot of the Xbox may be required for the change to be reflected (including pulling the power cord from the Xbox)

NAT TypeNetwork Settings > Network, NAT Type is OpenClient 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

GeographicGeographic location of client and rat(s) are compatible (i.e. US/US, EU/US)Reschedule the drill and attempt with different rats from the same region

32

Miscellaneous


 

Chain wing client and rat using another rat or friend of the client

Attempt to wing with client from Local contacts in supercruise
3Unknkown Bug Unknown at this time

 

 

2General Instancing

Rat Can’t Instance with Client

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 appropriate

2

 

 
Online Safety and Privacy settings prevent multiplayer gamingAccount Settings > Online Safety and Privacy Settings are Set to Adult DefaultHave client change their Online Safety and Privacy Settings to “Adult Default” and hard reset their Xbox
NAT TypeNetwork Settings > Network, NAT Type is OpenClient 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

n/a

Follow standard instancing SOP: SC Hop, Manual, wingless, Voice Comms, Assign Additional Rats as appropriate

4

Geographic

Geographic location of client and rat(s) are compatible (i.e. US/US, EU/US)

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

 

 

Less Common Issues

Problem

Step

Possible Causes

What to Confirm

Possible Solution

Client is using a Child's account1Client is a childAge of client and Online and Privacy SettingsHave the client's parent change their account settings to Adult Default for the rescue and back to Child settings afterwards

Xbox Live Social and Gaming Server shows “Limited” connectivity issues

1

Multiple Causes

 

Xbox Live services are operational http://support.xbox.com/xbox-live-status

Attempt to wing with client from Local contacts in supercruise

Have the client SC hop and interdict them using an FSD Interdictor

2

 

Reschedule drill until Xbox Live services are fully functional

Client can not log into Open play

1

Client does not have Xbox Live Gold account

Client has an Xbox Live Gold Account

Have client obtain a trial membership or purchase a membership

2

Client is banned from Xbox Live

Confirm if client has an Xbox Live Account Ban

Nothing can be done until the ban is lifted

Client cannot send/receive friend invites

1

Client is under an Xbox communications ban

Confirm if client has received

Attempt to wing with client from Local contacts in supercruise

Have the client SC hop and interdict them using an FSD Interdictor