Games for Windows LIVE: Troubleshoot connection problems
Article ID: 977709
Important This article contains information that shows how to help lower security settings or how to turn off security features on a computer. You can make these changes to work around a specific problem. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this workaround in your particular environment. If you implement this workaround, take any appropriate additional steps to help protect the computer.
If you receive an error message or you have Internet connection problems while you use Games for Windows - LIVE, try the following steps to resolve the issue:
Check the status of the Windows LIVE ID (sign in) and LIVE services.
A service may be down. This problem may prevent you from accessing LIVE services or signing in. To check the status of the servers, visit the following website:
If you cannot connect to this website, please contact your internet service provider (ISP) for help.
Verify that you are in a LIVE-supported locale.
To connect to Games for Windows - LIVE, you must be located in a supported Games for Windows - LIVE locale. Games for Windows - LIVE is not available in all countries. For more information, visit the following website:
For more information about how to download Microsoft support files, click the following article number to view the article in the Microsoft Knowledge Base:
How to obtain Microsoft support files from online services
Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help prevent any unauthorized changes to the file.
An error occurred during sign-in.
For more information about a specific error message that occurred during sign-in, click the following article number to view the article in the Microsoft Knowledge Base:
Games for Windows LIVE: You are unable to sign in to LIVE and you receive an error message
Verify that your router is compatible with Games for Windows - LIVE.
To connect to the LIVE service as easily as possible, we recommend that you use a router that is included on the Windows Compatible Hardware list. To check the list, visit the following website:
If your router is not on this list, the router may be incompatible with Games for Windows - LIVE.
Enable UPnP.
UPnP must be enabled for you to connect to LIVE. UPnP IGD (Internet Gateway Device) protocols are supported by most routers and firewalls that are on the market today. However, these settings are not always enabled by default. For help, see the owner's manual or the Help files, or contact your network administrator.
Commercial firewalls, such as those that universities, libraries and corporations have, do not typically support UPnP IGD specifications. Gamers who try to play from school or from a dorm room may be unable to connect to LIVE. If this is the case, contact the IT Administration office to see whether they can enable LIVE for the network.
Clear the internet cache.
Make sure that you are viewing the latest version of pages by clearing the internet cache. To do this, follow these steps:
Close any internet browser windows that are open.
Click Start, and then click Control Panel. If the Control Panel window is empty, click View all Control Panel Options in the navigation section of the window to display all the icons.
Open Internet Options. You may have to click Network and Internet Connections before you click Internet Options.
In the Temporary Internet files section on the General tab, click Delete Files. In Windows Vista or Windows XP together with Internet Explorer 7.0 or a later version, click Delete in the Browsing history section, and then click Delete Files in the Temporary Internet files section. Click Yes or OK to remove these files.
Next, click Delete Cookies, and then click Yes or OK to remove these files. In Windows Vista or Windows XP with Internet Explorer 7.0 or a later version, close the Delete Browsing History window when this is done.
Click Settings on the General tab.
Under Check for newer versions of stored pages, click Every visit to the page.
Click Apply.
Close all windows.
Open the ports for Games for Windows LIVE.
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.
The following ports must be open for in-bound and for out-bound connections to work for Games for Windows LIVE:
TCP port 3074
UDP port 88
UDP port 3074
For information about how to configure port settings on a firewall, on a router, or on a gateway, please see the documentation that was included with the device, or contact the network administrator or local technical support for help.
For more information about how to set up a firewall to work with a Games for Windows - LIVE for Windows-based computers, please visit the following Microsoft website:
If you are still experiencing connection problems to LIVE, you must configure your router or gateway device to enable UPnP or port forwarding.
If your router supports UPnP, this feature should be enabled. It is designed to handle Network Translations so that port forwarding is not required.
For more information about how to verify compatible home networking devices, click the following article number to view the article in the Microsoft Knowledge Base:
How to find out if your networking hardware is compatible with the Xbox LIVE Service
Notes
This article provides a link to a list of LIVE-supported routers that have UPnP feature functionality. Unfortunately, not all routers support UPnP. If your router does not support UPnP, you will have to open these ports and map them to the IP address of the computer that is running Games for Windows - LIVE.
If you have questions on how to enable UPnP or port forwarding on your router or gateway device, we recommend that you contact the hardware manufacturer for help.
If your network is set up to use IPv6, please review the recommendations for an IPv6 feature set for home routers that are compatible with the Microsoft Windows family of operating systems. To review the recommendations, visit the following Microsoft website:
Allow Games for Windows - LIVE through a firewall.
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 Do not open a port for a program that you do not recognize.
You may have to configure an exception in your firewall, proxy or Internet Security software to allow the Games for Windows - LIVE software (GFWLClient.exe) to work. By default, this file is saved in the following location:
C:\Program Files\Microsoft Games for Windows - LIVE\Client
If you use Windows Firewall, the latest installation of the Games for Windows - LIVE update will give you the option to add the software to your exceptions list. Otherwise, see the documentation that was included with your firewall, or contact the network administrator or local technical support for help.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
Games for Windows - LIVE: Description of Firewall Ports you must open to connect to LIVE
Install the latest service pack for Windows.
Games for Windows - LIVE requires that the latest service pack for Windows be installed on your computer. To obtain the latest service pack for your version of Windows, visit the following Microsoft website:
Your computer may be experiencing internet connections issues. To help resolve these issues, run the Internet Connectivity Evaluation Tool. To run this tool, visit the following Microsoft website:
If you are using Windows Vista or Windows 7, see the "Troubleshoot internet connection problems" topic. To view this topic, visit the following Microsoft website:
For Windows XP together with Windows Internet Explorer 7, Windows Vista or Windows 7, start Internet Explorer. Then, on the Tools menu, click Diagnose connection problems.
Contact your internet service provider.
If the previous steps have not resolved the problem, please contact your internet service provider for more help.
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use
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