Note As part of the Xbox 360 system update, Microsoft Points have been retired, and the Xbox.com PC marketplace is closed as of 25 August 2013. Although you will not be able to purchase new games, you can continue to enjoy previously purchased content by downloading that content through the Games for Windows LIVE client software as usual.
This article describes how to troubleshoot Games for Windows LIVE connection problems.
Important This article contains information that shows you how to lower security settings or 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 associated with implementing this workaround in your particular environment. If you implement this workaround, take any appropriate additional steps to help protect the computer.
A service may be down. This problem can prevent you from accessing LIVE services or signing in. To check the status of the servers, visit Xbox LIVE Service status.
Note If you can’t connect to the Xbox LIVE Service status website, contact your Internet service provider (ISP) for help.
To connect to Games for Windows LIVE, you must be in a supported Games for Windows LIVE locale. Games for Windows LIVE is not available in all countries. For more information, see Xbox LIVE countries and regions.
To sign in to Games for Windows LIVE, you must have the latest update to the program installed. To resolve this issue, download and install the latest Games for Windows LIVE setup files.
Note 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 unauthorised changes to the file.
For information about a specific error message that occurred when signing in, see Troubleshoot Xbox LIVE sign-in problems.
To connect to the Games for Windows LIVE service as easily as possible, we recommend that you use a router that is on the Windows Compatible Hardware list. To check, visit the Compatibility Centre.
Note If your router isn’t on the list, the router may be incompatible with Games for Windows LIVE.
UPnP must be enabled for you to connect to LIVE. UPnP IGD (Internet Gateway Device) protocols are supported by most available routers and firewalls. However, these settings aren't always enabled by default. For help, see your router's owner's manual or the Help files, or contact your network administrator.
Commercial firewalls, such as those at universities, libraries and corporations, do not typically support UPnP IGD specifications. Gamers who try to play from school or from student accommodation 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.
Make sure that you’re viewing the latest version of pages by clearing the Internet cache. Here's how to do this on a computer running Windows 7:
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 don't 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:
For information about how to configure port settings on a firewall, router or gateway, 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 Games for Windows LIVE for Windows-based computers, see Set up a Windows Media Center Extender.
If you’re still experiencing connection problems to Windows 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, see the Xbox LIVE compatible hardware list.
To view the recommendations, visit IPv6 Support in Home Routers.
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 you can implement this workaround at your own discretion. Use this workaround at your own risk.
Note Don't open a port for a program that you don't recognise.
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, see Network ports used by Xbox LIVE.
Games for Windows LIVE requires that the latest service pack for Windows be installed on your computer. To obtain the latest service pack, see Support for Microsoft Service Packs.
Your computer may be experiencing Internet connections issues. To help resolve these issues, run the Internet Connectivity Evaluation Tool. To run this tool, visit Get to know Windows.
If you're using Windows Vista or Windows 7, see Troubleshoot Internet connection problems.
Additionally, the Background Intelligent Transfer Service (BITS) may be disabled, or you may not have permissions under your user profile to use the service. Follow these steps to resolve the problem:
For Windows 7 or Windows Vista:
If the error still occurs, determine whether BITS is configured correctly. Here's how:
For Windows 7 or Windows Vista:
If the previous steps didn’t resolve the problem, contact your Internet service provider for more help.
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