Troubleshoot problems with Xbox Live chat on Xbox 360

Symptoms

If you can’t hear someone when using in-game chat or private chat on your Xbox 360 console, try the following solutions.

Solutions

Solution 1: Test your connection

You might have a Network Address Translation (NAT) problem. To find out, test your connection.
Here’s how:

  1. On the Xbox Dashboard, go to Settings, and then select System.
  2. Select Network Settings.
  3. Select Wired Network or Wireless Network.
  4. Select Test Xbox Live Connection.
picture

A NAT warning appears as a yellow exclamation point:

If you have a NAT warning, see Xbox Live NAT Error Solution.

Note NAT only affects the ability to connect and communicate with other players. If your problem is lag or speed related, please see the Xbox Live Slow Performance Solution.

If you don’t have a NAT problem, try the next solution.

Solution 2: Have your friends test their connection

Have your friends (the people you can’t chat with) test their Xbox Live connection using the above steps.

If your friends do not have a NAT warning, try the next solution.

Solution 3: Check your privacy settings

Make sure that your console settings are not blocking voice chat.
Here’s how:

  1. On the Xbox Dashboard, go to Settings and then select Privacy.
  2. Select Change Settings.
  3. Select Customize.
  4. Select Voice and Text, and then choose either Everyone or Friends Only.

If you are using a child profile, you will be prompted for the parent account’s Microsoft account.

If you still can’t chat with friends, try the next solution.

Solution 4: Adjust your voice preferences

  1. Press the Guide button on your controller.
  2. Go to Settings.
  3. Select Preferences.
  4. Select Voice.
  5. Increase the volume to 10.
  6. Under Voice Output, select Play Through Both.
  7. See if you can chat with your friends.
  8. If this doesn’t fix the problem, under Voice Output select Play Through Headset.
  9. See if you can chat with your friends.

If you still can’t chat with friends, try the next solution.

Solution 5: Check the headset connection and volume

  • Make sure the headset is connected. See Connect a headset for information about how to do this.
  • You might not hear other players if the volume on your wireless headset is set low. Use the volume-up button (+) to increase the volume.
  • Also, make sure the microphone switch on your Xbox 360 headset connector is not set to Mute.

If you still can’t chat with friends, try the next solution.

Solution 6: Change your chat channel

If you can’t hear your friends, you might need to change the channel you are using for chat.
Here’s how:

  1. Press the Guide button on your controller.
  2. Select Chat & IM.
  3. Select the chat channel you want to talk in.

You can switch back and forth between different chat channels using these steps.

If you still can’t chat with friends, try the next solution.

Solution 7: Check whether you can chat outside of a game

Check to see if you only have chat problems with a particular game. You can do this by starting a private chat outside of a game (see Solution 6: Change your chat channel for steps).

If the problem only occurs with a particular game, check the game manual to see if you need to press a specific button to talk to other players during the game.

Solution 8: If you’re using the Kinect sensor to chat, check its settings and calibration

If you’re using the Kinect sensor as a chat microphone, try the following solutions as well:

Check the Kinect microphone setting

If you’re using the microphone in the Kinect sensor for chat, make sure no headsets are connected to your console (wired or wireless). Then, make sure the chat microphone on the Kinect sensor is on.

To turn on the Kinect chat microphone:

  1. Sign into Xbox Live.
  2. Press the Guide button on your controller.
  3. Select Chat & IM.
  4. Make sure the Kinect microphone is set to On.

If this solution did not work, try the next solution.

Use the Kinect audio tuner

Calibrate the Kinect sensor for speech and audio using the Kinect audio tuner. Have your friend on Xbox Live try using the Kinect audio tuner as well.

Solution 9: Search for your status code

If you’re getting an error code or a status code when you try to use Xbox Live chat, search for the code at Error & status code search.

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