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Max Pritchard replied on Thu, Sep 24 2009 4:15 PM

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Dear All,

I am new to Games for Windows Live. This is the first time I have used it. I bought Red Faction: Guerrilla on DVD and I would love to be able to save the game and access other features. I have created my GamerTag "Max Pritchard" and tried to connect once the game has loaded. It says "Downloading profile. This might take a few minutes" but the blue bar (I assume it is a bar - it looks like a blue dot on an empty bar) does not increase. After several seconds, an error comes up saying that "the profile could not be downloaded because of either a connectivity issue, or the service is unavailable."

I have checked the service status on the web and it appears to be up. I have run the connectivity tool on the Microsoft website and I passed everything except the uPnP.

I have Windows Vista Home Premium version 6, build 6001: service pack 1 - 32 bit I believe. I have Avast! AV scanner installed.

I connect to the Internet over an ADSL service (ISP=Opal) using a NetGear 834G router wired directly to my PC using a local Ethernet cable. I have disabled the firewall on the router for this test. The uPnP on the router is enabled.

I don't have a 360 and I have no other games that use Windows Live, so I can't test them I'm afraid. I am based in the UK.

Any ideas?

Max

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eastmanblues replied on Thu, Sep 24 2009 9:51 PM

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Max Pritchard:

NetGear 834G router

Max Pritchard:

ADSL service (ISP=Opal)

Max Pritchard:

Avast! AV scanner installed.

Max Pritchard:

Windows Vista Home Premium version 6, build 6001: service pack 1 - 32 bit I believe

What modem do you have?

Can you possibly post the event log of Xlive warning or error ?

It might be prudent to actually uninstall Advast for troubleshooting purposes.

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Max Pritchard replied on Fri, Sep 25 2009 2:00 AM

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eastmanblues:

What modem do you have?

Can you possibly post the event log of Xlive warning or error ?

It might be prudent to actually uninstall Advast for troubleshooting purposes.

The NetGear router has a built-in ADSL modem. I have no separate modem.

Where do I look for the event log of the XLive Warning or error? Please excuse my ignorance. I have checked the Windows Event Viewer, but there appears to be nothing in there except logs of Avast! signature updates.

I will try running the service without Avast! installed tonight when I am back from work, but nothing in AVast!'s logs suggest it has blocked anything.

Thanks's for replying. This is so frustrating. Why did anyone think to link the online activation with saving the game?

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hotchilli1327 replied on Fri, Sep 25 2009 6:57 AM

Max Pritchard:

eastmanblues:

What modem do you have?

Can you possibly post the event log of Xlive warning or error ?

It might be prudent to actually uninstall Advast for troubleshooting purposes.

The NetGear router has a built-in ADSL modem. I have no separate modem.

Where do I look for the event log of the XLive Warning or error? Please excuse my ignorance. I have checked the Windows Event Viewer, but there appears to be nothing in there except logs of Avast! signature updates.

I will try running the service without Avast! installed tonight when I am back from work, but nothing in AVast!'s logs suggest it has blocked anything.

Thanks's for replying. This is so frustrating. Why did anyone think to link the online activation with saving the game?

Try this:

TCP port 80 (Internet)
TCP port 443 (Sign In)
TCP port 3074 (Content Download)

Source:                              Destination:

UDP 1024-5000              UDP 88
UDP 3074                         UDP 3074

If you require assistance opening them, please follow this link:

Please note: some games may require additional ports. Please view the following article for details on opening these ports:

http://support.microsoft.com/kb/937424

Enable these settings:

MTU: 1500
NAT: OPEN, enabled
UPnP: enabled

Forward or open these ports:

    * UDP 53
    * UDP 88
    * UDP 3074
    * TCP 3074
    * TCP 80
    * TCP 53
    * TCP 443

This should take care of any of your gateway issues.  Look to your ISP or find the manual for your gateway to do this.  I take it this is your first GFWL game?

Read the tutorials as well.

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Max Pritchard replied on Fri, Sep 25 2009 7:22 AM

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Thanks for the advice. The problem being that I have disabled all firewall rules on the router. I have ALLOWed all inbound and outbound ports and protocols. The problem remains. I have a lead that suggests the Netgear 834G has a firmware issue with Vista that affects Live functionality. I will be trying that tonight. I will report back.

In the mean-time, please keep the suggestions coming. I will try anything because, at the moment, I can't play this game and will have to send it back to the shop - which would be disappointing.

Thanks

Max

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Sol1105 replied on Fri, Sep 25 2009 8:40 AM

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Issue Type: Live Connectivity
Game: Resident EVil 5 for PC
Error: Can't download my profile ingame because i cant connect to Live. But i can connect to this Marketplace.
Game is bought in a normal shop...
Gamer Tag: Sol1105
Country:Germany
My Internet Provider is: 1und1
Connection Type: DSL
Router: Fritz!Box Fon WLan 7170 with actual Firmware
Network Type: Notebook (Wlan or Lan to Router)
Location: at home
Windows Vista 32 Bit (6.0) Service Pack 2
Firewall: Comodo Firewall
GFWL-Version: actual Version (3.0....)

I created myself a Online Profile for Games 4 Windows live.
I tried to connect to that profile ingame but it didnt work.It always says i cant connect to Live.
I tried everything of GFWL FAQ but nothing worked and it doesnt work with all Firewall-similar programs off too.

Ingame i got to settings and Network-Status:
Internet IP: not connected/disabled
UPNP: not connected/disabled
Nat-Type: open

Of course I am connected to the Internet and I can login to GFWL on the homepage/marketplace, but not ingame.
Its not a problem of my router because i tried it with the PC of a friend and there it worked.
I forwarded the required ports and UPnP also works on my router/is enabled (RE5 forwarded port 3074 UPD with UPnP but says at same time UPnP is disabled i dont understand this...)
Please help me and excuse my not perfect english ;)

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hotchilli1327 replied on Fri, Sep 25 2009 9:08 AM

Max Pritchard:

Thanks for the advice. The problem being that I have disabled all firewall rules on the router. I have ALLOWed all inbound and outbound ports and protocols. The problem remains. I have a lead that suggests the Netgear 834G has a firmware issue with Vista that affects Live functionality. I will be trying that tonight. I will report back.

In the mean-time, please keep the suggestions coming. I will try anything because, at the moment, I can't play this game and will have to send it back to the shop - which would be disappointing.

Thanks

Max

Max, PLEASE do not leave your router open!  You are leaving yourself wide open!

close all ports and open just the ones listed earlier!

Also MTU, NAT and UPnP enabled!

One way to check is to do a direct connection.

Don't give up yet as there are more things that can be done and honestly, remember that most people have no issues. So we are all here to help you as much as we can.

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Sol1105 replied on Fri, Sep 25 2009 9:39 AM

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Ok i finally got it myself...

It was the problem with the TCP/IP stack, i resetted it and now it works.

i dont know why but doesnt matter ^^

Here how u can do this if anyone has same problem:

http://support.microsoft.com/kb/299357

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Max Pritchard replied on Fri, Sep 25 2009 11:23 AM

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Thanks for caring.

My PC is switched off while I am not at home. I will not leave myself unprotected. The Netgear router makes it difficult to open specific ports - you are forced to select the port number from a list - rather than being able to define your own ranges, for example. Because Live uses ports that are not defined in the router, I have to open a much wider window than I would like. Never mind. If I have to disable the router firewall, I will use a software firewall instead - I'd prefer not to, but perhaps I need to update my router when I can afford to.

NAT is enabled, as is UPnP. MTU is 1400 bytes at the moment. I have tried a direct connection using the Live client and it fails with an error. I suspect this might be a firmware issue with the router. When I get home I will re-enable the firewall, tweak the firmware on the router and try again. If that doesn't work, I have another thing to try with disabling Vista's network optimisation, which might help (according to some online articles).

I am not giving up yet - but I still don't see the design sense in disabling the "save game" function unless you are online. Clearly you will upset customers like me by doing this - it is a feature designed for the distributor, not for the consumer and is distinctly unhelpful. To my mind, this has to be an own goal from THQ or their suppliers/partners.

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hotchilli1327 replied on Fri, Sep 25 2009 11:30 AM

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Also try resetting your TCP/IP stack and your winsock.  Reboot after doing each one. Please understand that most people have no issues, and you could be fine for awhile and then start having issues.  Either way, we will help you if we can.  Try the auto resets.  Works very well.

Normal 0 false false false MicrosoftInternetExplorer4

Winsock Reset

The Web page for the Winsock reset:

http://support.microsoft.com/kb/811259/en-us

To reset the TCP/IP Stack have the customer visit this website

http://support.microsoft.com/kb/299357/en-us

Go ahead and give it a try.

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tiomoid replied on Fri, Sep 25 2009 12:21 PM

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Thanks, but  I have done this already - & synchronized system time with the windows server.

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hotchilli1327 replied on Fri, Sep 25 2009 12:49 PM

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Please get back to me and let me know what you have done to this point to try to get connected.

and....

What games are you having issues with?

What is your OS and do you keep your PC updated with Windows Update?

What .net framework are you running?

What is your router?

Who is your ISP?

Your AV and Firewall?

Again, please get back to me.

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tiomoid replied on Fri, Sep 25 2009 12:52 PM

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It failed the Network Address translator test:

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hotchilli1327 replied on Fri, Sep 25 2009 1:08 PM

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Please respond to this post with the above info.  Cannot help you unless I know.

hotchilli1327:

Please get back to me and let me know what you have done to this point to try to get connected.

and....

What games are you having issues with?

What is your OS and do you keep your PC updated with Windows Update?

What .net framework are you running?

What is your router?

Who is your ISP?

Your AV and Firewall?

Again, please get back to me.

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Max Pritchard replied on Fri, Sep 25 2009 6:09 PM

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YES!

I tracked down this article

The problem was a small hidden setting in Internet Explorer (which I don't use). Apparently, by going into Internet Explorer and selecting "Tools", then "Internet Options", then "Connections" then "LAN Settings", I simply checked the box next to "Automatically Detect Settings". and I could suddenly log into Live from the client and Red Faction began to work as well.

Router firewall back in place. No need for driver updates or tweaking Vista.

Excellent! Thanks you all very much for your help. I hope this fix works for someone else too.

Best regards