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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) |
| 2 | 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 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 | |
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. A full reboot of the Xbox may be required for the change to be reflected (including pulling the power cord from the Xbox) |
| 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) are compatible (i.e. US/US, EU/US) | Reschedule the drill and attempt with different rats from the same region | |
| 53 | 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 | |||
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 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 | 2|||
| 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 | |
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 | |||
| 3 | Unknkown Bug | Unknown at this time | |
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 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 | General Instancingn/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 account | 1 | Client is a child | Age of client and Online and Privacy Settings | Have 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 | ||||