Cannot connect, hardware related problem?

Hi everyone

I recently bought an Xbox for my nephew. The first evening I was able to connect to Xbox Live and create a profile, downloaded a game, etc.
Since the day after, he cannot connect to Xbox live anymore.

Here is what I have tried:

- Switched off firewall on router: doesn't work;
- Connected the Xbox directly to the modem with a cable (no router): doesn't work;
- Connected my own Xbox on the same wireless network: it works;
- Connected the Xbox at my home: doesn't work;
- Deleted profiles and did initial setup again: doesn't work;
- Profile downloaded on my own Xbox to check if the profile is somehow corrupt: it works;

The weird thing is that the connection test tells us that Internet connection succeeded, but Xbox live connection doesn't.
Connecting to Xbox Live on a pc with his account is no problem at all.

For some reason the Xbox helpdesk refuses to believe it is a hardware related problem, but I think I have proved enough to say i is.

Doen anyone have a clue? Thanks!

 

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Last updated July 4, 2018 Views 2 Applies to:

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Hey there Diboz!
As a first step could you try clear the Xbox system cache. Here's how! Reset the Xbox network settings to the defaults.

  • Turn off your Xbox 360 console.
  • Wireless connection only: Unplug the Xbox 360 Wireless Networking Adapter from the USB port (if applicable).
  • Turn on your console.
  • Press the Guide button on your controller, go to Settings, and then select System Settings.
  • Select Network Settings.
  • Select Wired Network or the name of your wireless network, if you are prompted to do so.
  • Select Configure Network.
  • On the Additional Settings tab, select Restore to Factory Defaults.


Post back and let us know how it goes

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Hey taidara

Thanks for the fast reply.

I have already tried it multiple times, but unfortunately without any luck.

The Xbox wasn't able to connect to the network at my home either.

I think I have deleted everything I could over the past few days. :-)

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If you go to System Settings and Storage device. Search for corrupted contents (shown as an yellow exclamation mark). Delete any corrupted contents. Is this a used console or brand new?

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I have also deleted all the content in there, except the content for speech recognisition (if I'm not mistaken).

This is a brand new console.

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Just to be sure. When you "Test Xbox LIVE connection" does it show up as:

1.

or

2.

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The first one...

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When you connected the console for the very first time with the profile to Xbox LIVE where you stated to download an System update?

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I think I was. I remember the typically windows-based download dialog.

It didn't take very long, however...

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Since it is a brand new console, why not try and bring it back to the store and request a new one?

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We tried, but they didn't believe it was a hardware problem and gave us a number of the dutch helpdesk.

They weren't very helpful, since I had to explain them like 10 times that I was sure it didn't have anything to do with the internet connection.

Maybe I will try to install the update again from usb drive...

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