How to troubleshoot multiplayer issues in Microsoft games

This article describes how to troubleshoot most of the known multiplayer issues in the Microsoft games that are listed in the "Applies to" section. If the methods in this article do not resolve the issue, the network setup may be configured incorrectly. Microsoft Games Product Support does not provide support for configuring your personal network, Internet service provider (ISP), firewall or routers. If you suspect that your personal network, ISP, firewall or router is the cause of your issue, contact the manufacturer of your hardware or software, or the provider of your Internet services for more information.

When you try to start or play the games that are listed in the "Applies to" section, you may experience one or more of the following symptoms:

• You cannot connect to an online game site or session.
• You cannot join a multiplayer game.
• You cannot host a multiplayer game.
• You are disconnected from a multiplayer game session.
• You receive an error message when you try to play or connect to a multiplayer session.
• You may experience slow performance during a multiplayer game.

Important These steps may increase your security risk. These steps may also make the computer or the network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you decide to implement this process, take any appropriate additional steps to help protect the system. We recommend that you use this process only if you really require this process.

Warning This workaround may make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

Note There are many factors that go into a satisfactory Internet experience. These include the performance of the computer, the condition of the local network, the performance of your ISP's infrastructure, and the level of traffic on the Internet.

Method 1: Restart the computer by using a clean startup

When you start Microsoft Windows, other software may start together with the operating system. These programs may include antivirus and system programs that may interfere with the game. Therefore, any of the following symptoms may occur:

• You are returned to the desktop
• You receive an error message during multiplayer session
• The game stops responding (hangs)

When you perform a clean startup before you start Setup, you prevent these programs from starting automatically. To perform a clean startup, follow these steps.

Note To complete this procedure, you must be logged on as Administrator or as a member of the Administrators group. If the computer is connected to a network, network policy settings may prevent you from completing this procedure.

1. Open System Configuration.
   
   Windows Vista
   1. Click Start
      Collapse this imageExpand this image

      
      .
   2. In the Start Search box, type System Configuration.
   3. In the Programs list, click System Configuration.
   Collapse this imageExpand this image

   
   If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
   
   Windows XP and earlier versions
   1. Click Start.
   2. Click Run.
   3. Type msconfig.
   4. Click OK.
2. Click the General tab, and then click Selective Startup.
3. In Windows Vista, click to clear the following check boxes under Selective Startup:
   • Load system services
   • Load startup items
   • Use original boot configuration
   In Windows XP and earlier versions, click to clear the following check boxes under Selective Startup:
   • Process SYSTEM.INI file
   • Process WIN.INI file
   • Load Startup Items
4. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
5. Click OK, and then click Restart.
   
   Start the game that you want to play. After you exit the game, restore the computer to use an ordinary startup. To do this, follow these steps:
   1. Open System Configuration.
      
      Windows Vista
      1. Click Start
         Collapse this imageExpand this image

         
         .
      2. In the Start Search box, type System Configuration.
      3. In the Programs list, click System Configuration.
      Collapse this imageExpand this image

      
      If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
      
      Windows XP and earlier versions
      1. Click Start.
      2. Click Run.
      3. Type msconfig.
      4. Click OK.
   2. Click the General tab.
   3. Click Normal Startup - load all device drivers and services.
   4. Click OK, and then click Restart.

Click the Play button to view this streaming media demonstration.
To return to a regular startup after you clean boot the computer, click Play to view the streaming media demonstration.
For more information about how to perform a clean boot, click the following article number to view the article in the Microsoft Knowledge Base:

Method 2: Disable firewall or antivirus programs

Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround, but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

The game may have problems connecting to multiplayer services if you have an antivirus program or a firewall program installed. For example, firewall programs that allow for access or block access to the Internet on a per-program basis, such as Zone Alarm, MacAfee Personal Firewall, Norton Internet Security, Black Ice Defender, and so on.

To determine whether the problem is occurring due to an antivirus program or a firewall, temporarily disable your antivirus or firewall software. Contact the program manufacturer to help you disable the program. Icons for these programs may appear in the Notification area in the lower-right corner of the screen. You may be able to disable the program by using these icons. Try to right-click the program icon, and then click Disable or Exit.

If disabling the firewall resolves the issue, contact the firewall software manufacturer for instructions about how to configure your firewall to work with your game or simulation. See the "References" section in this article for links to other articles that contain ways to contact hardware and software manufacturers.

Method 3: Bypass the router

If you connect to the Internet by using a router, there may be a problem with the configuration settings that requires that the settings be updated. To determine whether a network connectivity problem is caused by a misconfiguration or by a problem that affects the router, try bypassing the router by connecting your computer directly to the modem. Remember that this test only verifies that the router is configured correctly. If the game connects to the Internet without a problem when you bypass the router, reconnect router immediately, and then contact the router manufacturer or your ISP for help to configure the router correctly.

Method 4: Download and install Microsoft DirectX

We recommend that all participating players use the same version of DirectX. To download and install the latest version of DirectX, visit the following Microsoft Web site: If you have the most recent version of DirectX installed, reinstall DirectX after you perform a “clean boot” on the computer. For information about how to restart the computer by using a clean boot procedure, see the “Restart the computer by using a clean boot procedure” section in this article.

Method 5: Open the required ports

To play the games that are listed in the "Applies to" section of this article over the Internet, certain ports are required to make a connection. To view the specific ports that your game requires, search the Microsoft Knowledge Base by using the game name and the keyword ports. For example, if you are using Flight Simulator X, search on the following:Different routers and firewalls can be configured to either allow or block a port. Because there are many different types of routers and firewalls, you should contact your ISP, or firewall or router manufacturer to make sure that the required ports for that game are open.

You can find many third-party Web sites that provide “test ports” or “port scanning” tools to determine whether the appropriate ports are open in your system. To locate these sites, search on "port scanning tool."

Method 6: Run the Internet Connectivity Evaluation Tool

Microsoft's Internet Connectivity Evaluation Tool runs several tests to make sure that you are properly connected to the Internet. To use the toll, visit the following Web site: Follow the instructions on the Web site to test your connectivity.

Additional information

The following is a list of network configurations and the problems that may occur with the configurations:

• Internet Connection Firewall (ICF)

  The latest version of Microsoft Windows includes ICF software that you can use to restrict the information that is communicated between the Internet and your home or small office network. ICF also helps protect a single computer that is connected to the Internet through a cable modem, a DSL modem, or a dial-up modem. Do not enable the firewall on any connection that does not directly connect to the Internet. ICF is not required if the network already has a firewall or proxy server.
  
  For more information about Internet Connection Firewall in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:
  283673  (http://support.microsoft.com/kb/283673/ ) How can I turn on or turn off the firewall in Windows XP Service Pack 2 or later versions?
  For more information about Internet Connection Firewall, click the following article number to view the article in the Microsoft Knowledge Base:
  320855  (http://support.microsoft.com/kb/320855/ ) Description of the Windows XP Internet Connection Firewall

• Wireless connection

  Depending on the distances involved, the construction of your home, and sources of interference, you may not experience the best performance from a wireless network connection. For basic information about the quality of your connection, follow these steps:
  1. Open Network Connections. To do this in Windows Vista, follow these steps:
     1. Click Start
        Collapse this imageExpand this image

        
        , and then click Control Panel.
     2. Click Network and Internet, click Network and Sharing Center, and then click Manage network connections.
     To open Network Connections in Windows XP and earlier versions, click Start, click Run, type ncpa.cpl, and then click OK.
  2. Double-click the network connection that you want to check.
  3. Note the status in the Connection pane.
  For more information about how to troubleshoot a wireless network connection, click the following article number to view the article in the Microsoft Knowledge Base:
  313242  (http://support.microsoft.com/kb/313242/ ) Two resources to troubleshoot network connection problems in Windows XP

• Dial-up connection

  Contact your modem or computer manufacturer to obtain the latest driver update for your modem. See the "References" section in this article for more information about how to contact the manufacturer of your hardware. If the issue continues to occur, try another ISP. There are many free ISPs available on the Internet.
  
  Note If you are using a dial-up connection, and if the procedures in this article do not resolve the issue, you may have to use a faster Internet connection. DSL or cable connections are a great way for users to see better or faster performance.

• Use a UPnP-compliant network

  UPnP is more than only a simple extension of the Plug and Play peripheral model. It is designed to support zero-configuration networking that you cannot see, and automatic discovery for a breadth of device categories from a variety of vendors. With UPnP, a device can dynamically join a network, obtain an IP address, communicate its capabilities, and determine the presence and capabilities of other devices. This all done automatically, enabling true zero-configuration networks. Devices can subsequently communicate with each other directly. This may enable peer-to-peer networking. If you are buying new hardware, look for the UPnP logo on the box. If you have UPnP hardware as part of your existing network, confirm that it is enabled in the settings, or contact the manufacturer for more information.

For more information about Internet Connection Sharing, click the following article number to view the article in the Microsoft Knowledge Base:
Note A firewall is designed to help protect the computer from attack by malicious users or by malicious software such as viruses that use unsolicited incoming network traffic to attack the computer. Before you disable your firewall, you must disconnect the computer from all networks including the Internet.

Definitions

For more information about how to set up a home network, visit the following Microsoft Web site: The following is a list of definitions for some of the more common terms you may see when you set up your home network:

• Perimeter Network (also known as DMZ, demilitarized zone, and screened subnet): A collection of devices and subnets that are positioned between a private network and the Internet that help protect the private network from unauthorized Internet users.
• Firewall: A security system that helps protect the network from external threats, such as malicious user attacks, that originate outside the network. A hardware firewall is a connection routing device that has specific data checking settings and that helps protect all the devices that are connected to it. A software firewall resides on a single computer, helping to protect that computer from external threats.
• Firmware: Software information that is stored in nonvolatile memory on a device.
• Gateway: A device (also known as a router) that acts as a central point for networked devices, receives transmitted messages, and forwards them.
• Hub: A device that has multiple ports, and that serves as a central connection point for communication lines from all devices on a network. When data arrives at one port, it is copied to the other ports.
• ICF: Abbreviation for Internet Connection Firewall. Firewall software that you can use to set restrictions on what information is communicated between the network and the Internet.
• Internet Connection Sharing: A software feature in Windows that allows for computers on a network to access online services through a single Internet connection.
• Port: A physical connection that transfers data between a computer and a network, another computer, or other devices (such as a monitor, a modem, or a printer). Also, a software channel for network communications.
• Router: A device (also known as a gateway) that acts as a central point for networked devices, receives transmitted messages, and forwards them.
• Switch: A central device that functions similarly to a hub, forwarding packets to specific ports instead of broadcasting every packet to every port. A switch is more efficient when you use it on a high-volume network.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

For information about how to contact your hardware manufacturer, visit the following Microsoft Web site: Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information. To learn more about troubleshooting games in Windows Vista, follow the instructions in the "Troubleshoot game problems" topic in Windows Vista Help and Support. To view the topic, follow these steps:

1. Click Start
   Collapse this imageExpand this image

   
   , and then click Help and Support.
2. In the Search Help box, type Troubleshoot game problems, and then click Search Help.
3. Click the appropriate topic.

For help with system performance issues in Windows Vista, visit the following Microsoft web page: