Re: Unable to play 1v1 online play or any world of Chell mode

@mhtessier 

Thanks. Can you check to see if UPnP is enabled? You'll need to check your router settings. Also, what does it say for your NAT type in the network settings on your Xbox?

The NAT type says open. And I’ve looked everywhere in my router setting and can’t find anything that says UPnp 

@mhtessier 

UPnP stands for Universal Plug and Play. What model router do you have? I'll do some searching and see if I can find the instructions.

It’s a Verizon Fios gateway I believe 

@mhtessier 

Can you look on the back and see if there's a model number? I'll do a web search on that for you. 

fios G-1100

@mhtessier 

I googled this for you and found the following manual - https://www.verizon.com/about/sites/default/files/fios-qgr-userguide140925.pdf. Go to page 138 for information on enabling UPnP.

The Upnp is amd has been enabled 

@mhtessier 

Thanks for trying that. Do you have a PC by chance? If so let’s find out how your connection is reaching our servers. Can you run a UO Trace and screenshot me the results? Instructions here: https://help.ea.com/en/help/faq/connection-troubleshooting-basic/.

I don’t have a PC

@mhtessier 

Do you use a customer gamerpic by chance?

? I use the brown bear face. One of the Xbox choices 

@mhtessier 

There's an issue where sometimes using a custom gamerpic can cause this issue so I wanted to ask. Possibly, alternate DNS servers will help. From the Xbox One home screen, go to Settings > Network > Advanced settings > DNS settings > Manual. (If Settings doesn't appear on the home screen, select My Games & Apps, then Settings). From there, enter the Primary DNS as "208.67.222.222" and the Secondary DNS as "208.67.220.220". If that doesn't help, try using the google DNS servers which are: primary alt number 8.8.8.8 - secondary alt number 8.8.4.4. Let me know what happens.

Neither of those worked 

@mhtessier 

Have you tried using a different ethernet cable? Also, are you unable to play any HUT modes? I'm wondering if there's possibly an account issue that is preventing online play.

I’ll try a different cord. Hut does not work 

@mhtessier 

Do you have a different gamertag you can try? That would help narrow down if this is an account issue or not.

I don’t have another account and tried a different cord. Still nothing. It is a digital download idk if that is a reason? Anyway I could get a hard copy and try to see if that’s the problem.

@mhtessier 

We aren't able to send you a hard copy of the game, unfortunately. Can you create another gamertag? We need to find out if this is account related or not.

One thing to try also is deleting and downloading your gamertag again. You might want to try that before creating a new one just in case it helps.

I deleted and re downloaded my gamer tag and i think it fixed it. I’ve been able to play last 5 times I’ve logged in. Thank you 

i am having this same issue and the game works fine under a second gamertag

Edit: tried changing the DNS and deleting gamertag and that did not help.

@mhtessier 

Great! Glad to hear that worked. If you have any more issues, please let us know. Good luck!

@xandrrrrewx 

Did you try using a default gamerpic and not a custom one?

yes i did and that did not work

@xandrrrrewx 

Thanks for trying. Next, let's see if clearing your alternate MAC address will help. Please follow these steps:

Clear alt mac:
Go to your Xbox One Settings (Just press Start, then click Settings)
Go to "Network", then "Advanced Network Settings"
Click on "Alternate MAC Address", and then click "Clear"

Let me know how it goes.