This article describes how to troubleshoot most of the known multiplayer issues in the Microsoft games that are listed in the "Applies to" section. If the methods in this article do not resolve the issue, the network setup may be configured incorrectly. Microsoft Games Product Support does not provide support for configuring your personal network, Internet service provider (ISP), firewall or routers. If you suspect that your personal network, ISP, firewall or router is the cause of your issue, contact the manufacturer of your hardware or software, or the provider of your Internet services for more information.

When you try to start or play the games that are listed in the "Applies to" section, you may experience one or more of the following symptoms:

• You cannot connect to an online game site or session.
• You cannot join a multiplayer game.
• You cannot host a multiplayer game.
• You are disconnected from a multiplayer game session.
• You receive an error message when you try to play or connect to a multiplayer session.
• You may experience slow performance during a multiplayer game.

Important These steps may increase your security risk. These steps may also make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to, or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you choose to implement this process, take any appropriate additional steps to help protect your system. We recommend that you use this process only if you really require this process.
Warning This workaround may make your computer or your 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 There are many factors that go into a satisfactory Internet experience. These include the performance of the computer, the local network, the performance of your ISP's infrastructure, and the level of traffic on the Internet.

Method 1: Make sure that all the players are using the same version of the game

For players to connect to each other, they must be using the same version of the game. We recommend that all players update to the latest version of the product. To do this, visit the following Microsoft Web site:

Method 2: Look for any known issues

To view any known issues for a Microsoft game, visit the following Microsoft Web site, and then select or search for your game:

Method 3: Download and install Microsoft DirectX

We recommend that all participating players use the same version of DirectX. To download and install the latest version of DirectX, visit the following Microsoft Web site: If you have the most recent version of DirectX installed, reinstall DirectX after you perform a “clean boot” on the computer. For information about how to restart the computer by using a clean boot procedure, see the “Restart the computer by using a clean boot procedure” section.

If you receive the following error message during installation click the following article number to view the article in the Microsoft Knowledge Base for more information:

Method 4: Restart the computer by using a clean boot procedure

When you start Microsoft Windows, other software may start with the operating system. These programs may include antivirus and system utility programs and may interfere with the game. Therefore, you may be returned to the desktop, receive an error message during multiplayer session, or the game may stop responding (hang). When you perform a clean boot before you start setup, you prevent these programs from starting automatically. To perform a clean boot in Microsoft Windows XP, follow these steps.

Note To complete this procedure, you must be logged on as Administrator or as a member of the Administrators group. If the computer is connected to a network, network policy settings may prevent you from completing this procedure.

1. Open System Configuration. To do this in Windows Vista, click Start
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   , type System Configuration in the Start Search box, and then click System Configuration in the Programs list.
   
   
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   If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
   
   To open System Configuration in Windows XP and earlier versions, click Start, click Run, type msconfig, and then click OK.
2. Click the General tab, and then click Selective Startup.
3. In Windows XP and earlier versions, click to clear the following check boxes under Selective Startup:
   • Process SYSTEM.INI file
   • Process WIN.INI file
   • Load Startup Items
   In Windows Vista, click to clear the following check boxes under Selective Startup:
   • Load system services
   • Load startup items
   • Use original boot configuration
4. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
5. Click OK, and then click Restart.
   
   Start the game that you want to play. After you exit the game, restore the computer to use an ordinary startup. To do this, follow these steps:
   1. Open System Configuration. To do this in Windows Vista, click Start
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      , type System Configuration in the Start Search box, and then click System Configuration in the Programs list.
      
      
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      If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
      
      To open System Configuration in Windows XP and earlier versions, click Start, click Run, type msconfig, and then click OK.
   2. Click the General tab.
   3. Click Normal Startup - load all device drivers and services.
   4. Click OK, and then click Restart.

Click the Play button to view this streaming media demonstration.
To return to a regular startup after you clean boot the computer, click Play to view the streaming media demonstration.
For more information about how to perform a clean boot, click the following article number to view the article in the Microsoft Knowledge Base:

Method 5: Verify that DirectX is installed correctly

To verify that DirectX has been installed correctly and that all DirectX files are the correct version, follow these steps:

1. Open the DirectX Diagnostic Tool. To do this, click Start, click Run, type dxdiag, and then click OK.
2. In DirectX Diagnostic Tool, click the DirectX File tab.
3. In the Notes pane, verify that the text "No problems found" appears.
   
   Note If problems are found, reinstall DirectX.
4. Click the Network tab.
5. Verify that the symptoms of a corrupted DirectPlay installation are not present.
   
   These symptoms include the following:
   • The term "Errors" appears in the Registered DirectPlay Service Providers pane.
   • The Test DirectPlay button is unavailable (dimmed).
   • You receive the following error message in the Notes pane:
     The registry information for the DirectXPlay8 TCP/IP service provider is missing or damaged.
     Note If these symptoms are present, exit the DirectX Diagnostic Tool and then follow these steps:

     Windows XP and earlier versions

     1. Click Start, click Run, and then type regsvr32 dpnet.dll.
     2. Click OK. You receive the "DllRegisterServer in dpnet.dll succeeded." message.
     3. Click OK.
   Repeat the steps that are listed earlier to see whether the symptoms of a corrupted DirectPlay installation are still present. If symptoms of a corrupted DirectPlay installation are present, exit the DirectX Diagnostic Tool, and then reinstall DirectX.

Click Play to view this streaming media demonstration.

Method 6: Verify TCP/IP installation

Ping the computer's loopback address to verify that TCP/IP is installed and configured correctly on the local computer. To do this, follow these steps:

1. For Windows Vista, click Start
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   , type Command Prompt in the Start Search box, and then click Command Prompt in the list of results.
   
   For Microsoft Windows XP and Microsoft Windows 2000, in the Open box, type cmd, and the press ENTER.
   
   In Microsoft Windows 98 and Microsoft Windows Millennium Edition (Me) in the Open box, type command, and then press ENTER.
2. At the command prompt, type ping 127.0.0.1, and then press ENTER.
   
   You should see output that resembles the following:

   Pinging 127.0.0.1 with 32 bytes of data: 
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128 
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128 
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128 
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128Ping statistics for 127.0.0.1: 
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), 
   Approximate round trip times in milli-seconds: 
   Minimum = 0ms, Maximum = 0ms, Average = 0ms 

   If the loop back test fails, the IP stack is not responding. Lack of response may occur if the TCP drivers are corrupted, if the network adapter is not working, or if another service is interfering with IP.

For more information about how to troubleshoot TCP/IP in Microsoft Windows, click the following article numbers to view the articles in the Microsoft Knowledge Base:

Method 7: Test the network connection

1. Open the DirectX Diagnostic Tool. To do this, click Start, click Run, type dxdiag, and then click OK.
2. In the DirectX Diagnostic Tool, click the Network tab, and then click Test DirectPlay.
3. In the DirectPlay Test dialog box, type your name in the User Name box.
4. Click DirectPlay TCP/IP Service Provider.
5. In the TCP/IP Port box, type the port number.
6. Click Create New Session, and then click OK.
   
   The Dxdiag DirectPlay Chat appears.
7. To ask another player to join your session, click Join Existing Session.
   
   Note If you run the DirectPlay test over the Internet, the host player must send the joining player or players his current Internet Protocol (IP) address.
8. Perform the test again, but now as a joining player (ask the other player to act as a host).

Click Play to view this streaming media demonstration.

Method 8: Test your connection speed

To test your connection speed, visit the following MSN Web site: If your reported connection speed appears to be less than you expect, contact your ISP for more information.

Method 9: Test your broadband connection

There are three basic types of broadband connections: Direct, Router, and Windows Internet Connection Sharing. Typically, these types of connections involve one or more devices such as an external modem, a router, switch, hub, or a firewall.

Step 1: Repair the network connection

If you are running Windows XP, repair the network connection. To do this, follow these steps:

1. Open Network Connections. To do this, click Start, click Run, type ncpa.cpl, and then click OK.
2. Click the Support tab, and then click Repair.

Step 2: Open the required ports

To play the games that are listed in the "Applies to" section over the Internet, certain ports are required.

Note In a client/server environment port configurations can only be changed by a network administrator.

To view specific ports that your game requires, visit the following Microsoft Web site, and then select your game:

Step 3: Connect directly to the Internet

To determine whether this issue occurs because of your broadband hardware, connect directly to the Internet without any device except the DSL or cable modem. If the issue no longer occurs, contact the hardware manufacturer, your ISP, or the network administrator to configure your connection properties correctly.

Step 4: Connect to perimeter network

Contact your router manufacturer to correctly setup your perimeter network (also known as DMZ, demilitarized zone, and screened subnet). For information about how to contact your hardware manufacturer or ISP, see the "References" section.

Step 5: Download and install the most recent hardware firmware

Your hardware manufacturer may have released a firmware update for a router that resolves a particular issue in a particular game or simulation. A firmware update can also install or improve existing features of the device, such as UPnP. For information about how to contact your hardware manufacturer or ISP, see the "References" section. To view a list of network definitions for some of the more common terms, see the "Definitions" section.

Method 10: Network configurations

The following is a list of network configurations and the problems that may occur with the configurations:

• Software firewall

  A software firewall is a security system that acts as a protective boundary between a network and the outside world. If you have a software firewall installed, it can prevent the computer from connecting to other computers or servers for a multiplayer session. Look in your notification area (the small area, in the lower-right corner of the screen) to see whether a firewall is running on the computer. In Windows XP, you may have to show all icons in the notification area to reveal your firewall icon. To reveal the program that an icon represents, put your pointer over the icon and wait several seconds. When you find the icon for your firewall, right-click the icon. This action may reveal a menu that lets you temporarily disable the firewall. Some common software firewalls include the following:
  • ZoneAlarm
  • Nortons Internet Security
  • McAfee Security
  • BlackIce
  If disabling the firewall resolves the issue, contact the firewall software manufacturer for directions about how to configure your firewall to work with your game or simulation. See the "References" section for links to other articles that contain ways to contact many hardware and software manufacturers.

• Internet Connection Firewall (ICF)

  The latest version of Microsoft Windows includes ICF software that you can use to restrict the information that is communicated between the Internet and your home or small office network. ICF also helps protect a single computer that is connected to the Internet through a cable modem, a DSL modem, or a dial-up modem. Do not enable the firewall on any connection that does not directly connect to the Internet. ICF is not required if the network already has a firewall or proxy server.
  
  For more information about Internet Connection Firewall in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:
  283673  (http://kbalertz.com/Feedback.aspx?kbNumber=283673/ ) How to turn on or turn off the firewall in Windows XP
  For more information about Internet Connection Firewall, click the following article number to view the article in the Microsoft Knowledge Base:
  320855  (http://kbalertz.com/Feedback.aspx?kbNumber=320855/ ) Description of the Windows XP Internet connection firewall

• Wireless connection

  Depending on the distances involved, the construction of your home, and sources of interference, you may not experience the best performance from a wireless network connection. For basic information about the quality of your connection, follow these steps:
  1. Open Network Connections. To do this in Windows Vista, follow these steps:
     1. Click Start
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        , and then click Control Panel.
     2. Click Network and Internet, click Network and Sharing Center, and then click Manage network connections.
     To open Network Connections in Windows XP and earlier versions, click Start, click Run, type ncpa.cpl, and then click OK.
  2. Double-click the network connection that you want to check.
  3. Note the status in the Connection pane.
  For more information about how to troubleshoot a wireless network connection, click the following article number to view the article in the Microsoft Knowledge Base:
  313242  (http://kbalertz.com/Feedback.aspx?kbNumber=313242/ ) How to troubleshoot wireless network connections in Windows XP
  
  
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• Dial-up connection

  Contact your modem or computer manufacturer to obtain the latest driver update for your modem. See the "References" section for more information about how to contact the manufacturer of your hardware. If the issue continues to occur, try another ISP. There are many free ISPs available on the Internet.
  
  Note If you are using a dial-up connection and the procedures in this article do not resolve the issue, you may have to use a faster Internet connection. DSL or cable connections are a great way for users to see better or faster performance.

• Use a UPnP-compliant network

  UPnP is more than only a simple extension of the Plug and Play peripheral model. It is designed to support zero-configuration, networking that you cannot see, and automatic discovery for a breadth of device categories from a variety of vendors. With UPnP, a device can dynamically join a network, obtain an IP address, communicate its capabilities, and learn about the presence and capabilities of other devices-all automatically; truly enabling zero configuration networks. Devices can subsequently communicate with each other directly. This may enable peer to peer networking. If you are buying new hardware, look for the UPnP logo on the box. If you have UPnP hardware as part of your existing network, confirm that it is enabled in the settings or contact the manufacturer for more information.

For more information about Internet Connection Sharing, click the following article number to view the article in the Microsoft Knowledge Base:
Note A firewall is designed to help protect the computer from attack by malicious users or by malicious software such as viruses that use unsolicited incoming network traffic to attack the computer. Before you disable your firewall, you must disconnect the computer from all networks including the Internet.

Definitions

For more information about how to set up a home network, visit the following Microsoft Web site: The following is a list of definitions for some of the more common terms you may see when you set up your home network:

• Perimeter Network (also known as DMZ, demilitarized zone, and screened subnet): A collection of devices and subnets that are positioned between a private network and the Internet that help protect the private network from unauthorized Internet users.
• Firewall: A security system that helps protect the network from external threats, such as malicious user attacks, that originate outside the network. A hardware firewall is a connection routing device that has specific data checking settings and that helps protect all the devices that are connected to it. A software firewall resides on a single computer, helping to protect that computer from external threats.
• Firmware: Software information that is stored in nonvolatile memory on a device.
• Gateway: A device (also known as a router) that acts as a central point for networked devices, receives transmitted messages, and forwards them.
• Hub: A device that has multiple ports and that serves as a central connection point for communication lines from all devices on a network. When data arrives at one port, it is copied to the other ports.
• ICF: Abbreviation for Internet Connection Firewall. Firewall software that you can use to set restrictions on what information is communicated between the network and the Internet.
• Internet Connection Sharing: A software feature in Windows that allows for computers on a network to access online services through a single Internet connection.
• Port: A physical connection that transfers data between a computer and other devices (such as a monitor, modem, or printer), a network, or another computer. Also, a software channel for network communications.
• Router: A device (also known as a gateway) that acts as a central point for networked devices, receives transmitted messages, and forwards them.
• Switch: A central device that functions similarly to a hub, forwarding packets to specific ports instead of broadcasting every packet to every port. A switch is more efficient when you use it on a high-volume network.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

For information about how to contact your hardware manufacturer, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base: Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information. To learn more about troubleshooting games in Windows Vista, follow the instructions in the "Troubleshoot game problems" topic in Windows Vista Help and Support. To view the topic, follow these steps:

1. Click Start
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   , and then click Help and Support.
2. In the Search Help box, type Troubleshoot game problems, and then click Search Help.
3. Click the appropriate topic.