Game Console Issues

No internet connection
  • Check Korcett outage list to see if location is listed and check the top of the customer’s account page to see if there are any open tickets relating to the problem.
  • Make sure customer plugs directly into wall (no router)
  • Check KMC and see if property is active or passive (ie. needs account or not)
  • If property is not in KMC, test a different cable and if still no connection escalate to support (may need public IP address)
  • If property is in KMC look for customer account and create one if necessary
  • Make sure appropriate console MAC address (ex: wired or wireless) is listed in customer account (add MAC if not)
  • Test Connection
  • If no connection try a different ethernet cable and make sure console is set to DHCP
  • If none of the above works, escalate to support
Can get online, but cannot play games
  • Make sure customer plugs directly into wall (no router)
  • Check KMC and see if property is active or passive (ie. needs account or not)
  • If property is not in KMC, escalate to support (may need public IP address)
  • If property is in KMC, find MAC address for console in the customer’s account and assign it a public IP address and have them power cycle the system
  • Test connection
  • If the above steps do not work refer to OEM of console or game for possible configuration tips

Note: Xbox 360 consoles do not work with a public IP address most of the time.  Don’t try.

For All Xbox One “Strict NAT” related issues:
  • Run “Test Multiplayer Connection”
  • This can be found via (Menu -> Settings -> Network -> Test Multiplayer Connection)
  • After the test finishes, hold both triggers and both bumpers, Detailed Network statistics should come up.
  • Look for Detailed NAT information.
  • Once the test finishes, the test will then display the information needed.
  • Enter the results of this test in the ticket and escalate to Korcett.

 

One game does not work
  • Check Korcett outage list to see if location is listed and check the top of the customer’s account page to see if there are any open tickets relating to the problem.
  • Make sure customer plugs directly into wall (no router)
  • refer to OEM of game for possible configuration tips.

If customer insists on using router, advise that he may need to forward certain ports for that game on the router and then refer to OEM of game for port settings

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