Q: iChat screen sharing and video not working on MacBook but works on Mac pro

Ralph,

I appreciate your persistence in this and can totally understand your decision to turn elsewhere for additional advice. Frankly, I have burned through the Netgear tech support at two levels, burned through the AppleCare tech support at two levels, have spent many hours myself on this, and have turned to various discussion groups to see what others have been experiencing and what solutions they have tried.

Basically, it seems to come down to this. There are probably four major areas that could be the source of the issue:

1. Lion (perhaps the latest version of the operating system has been changed to create a conflict between itself and the iChat application or with something else (e.g., router, AOL server).

2. The iChat application (given all of the prior changes you listed to this application, it makes me wonder if the software engineers have done something to make it harder for all of the functionality to work as expected.)

3. Router (As you say, some routers may be better able to handle the kinds of data transfer that iChat requires than others. But it does make me wonder why the problem persists when I am not even USING my router.)

4. AOL Servers (Some discussion groups has offered suggestions for different sign-on options to go to different AOL servers but the more recent postings don't. Perhaps there is something happening between the AOL servers and the other entities cited above.

But, if you will allow me just one small amount of complaining, here goes:

A good friend of mine teaches computer science at a major U.S. university and he has often made the comparison between the experiences of owners of today's computers and the experiences of automobile owners in the 1920s. Basically, he sees a close relationship in that the owners needed to acquire far more technical knowledge about the "inner-workings" of their devices than they had ever expected. Specifically, he then compares the expectations of automobile owners of today with those of the earlier era. And he is convincced that current auto owners would be in an uproar if they had to master the arcane details of automobile engineering to make use of their vehicles.

Yet, that is what this is feeling like now as I try to solve this iChat mystery. And, for what it is worth, I have been using Apple computers for over a quarter of a century and have gone through every operating system change and nearly every application change that has occurred during this time. But this is actually the first time I have come across something this strange.

So, that's all the complaining I should be allowed here and let me just repeat that I appreciate your willingness to help me. I am starting to wonder if a change in applications might be a way to test out some of the options cited earlier.

Hi Gary,

I see Defcom has joined us.

He asks what Modem you have that is working with this router.

Most of the Netgears I know about are in fact combined Modem and router devices.

If you are using a separate modem then we will need to know the make and model (And any version number) of that as well.

Both Defcom and I are using iChat on Lion. A person who also posts here and is Buddy to both of us is also using Lion with no problems.

Despite the posts here I would not say that Lion and iChat 6 are any different than any other version in terms of signing in.

In terms of how iChat connects it has not changed in this respect since iChat 4.

(it might seem like a lot when I list all three Apple Documents and list the changes)

Looking forward to your replies to Defcom.

6:51 PM      Friday; January 27, 2012

Please, if posting Logs, do not post any Log info after the line "Binary Images for iChat"

  iMac 2.5Ghz 5i 2011 (Lion 10.7.2)
 G4/1GhzDual MDD (Leopard 10.5.8)
 MacBookPro 2Gb (Snow Leopard 10.6.8)
 Mac OS X (10.6.8),

"Limit the Logs to the Bits above Binary Images."  No, Seriously

Thank for your willingness to get into this. Here are the answers to your questions:

The model of the Netgear router is: WNDR3700 and the "Router Status" window indicates the follwing...

Hardware Version: WNDR3700v2

Firmware Version: V1.0.0.12

GUI Language Version: V1.0.0.67

We receive our Internet signal from a "dish" as we do not have other options available to us since we live in a rural area.

This signal is being sent directly into the router and then it passes to various locations in our home.

I have put more information about our "ecosystem" here in earlier posts if you need additional detail.

Ah a satellite connection that could be the problem.

Do a speedtest http://www.speedtest.net/ and tell us the up and download speeds.

Whats the bandwidth limit set to in ichats prefs/video.

Let me add one more thing, in addition to my earlier post. The ISP brings in the Internet connection via a "dish" because we are located in a rural location and have no other options. You asked about a modem and I took a picture of a small device that they positioned between the Netgear router and their input line for their signal.

My apologies for my lack of understanding, but perhaps this device is the modem? Anyway, I'll attach this picture for you to see. The yellow wire is coming from the ISP signal and the black wire leads to the router.

I have run the speed test and am attaching a screen shot of the results.

You asked about the bandwidth setting in iChat preferences. I have it set to "None" at the present time.

Will be interested in your thoughts on this.

Try setting the bandwidth to 500 and then contact me via iChat, my screen name is defcom1@mac.com to see whats going on.

I have sent an iChat request to you for instant messaging. If you get this, just know that we have had no difficulty getting the instant messaging to work. It is when we try either video or screen sharing that we run into problems. If you can get this IM request and we confirm this works, I'll shift to the other computer that has the video capability.

Will have to test this tomorrow as i am now posting this from the Pub.

Enjoy your evening.

Tony

Tony,

No problem. Looking forward to getting to the bottom of this.

Gary

Hi again,

Can I add a few questions for clarity ?

You said:-

We receive our Internet signal from a "dish" as we do not have other options available to us since we live in a rural area.

Is this actually a Satellite connection ?  (I see Defcom presumed that it was and you have not said it isn't)

The other options are Line of Sight WiFi and in same cases dish based Mobile Phone/cell signals.

(if I remember correctly there are two forms of the line of sight method, based on the distances involved).

I have managed 3 connections via satellite since 2004 with iChat.

The issue is about your computer receiving info that one data packets that was sent is received before it sends the next.

Obviously with satellite this involves the distance up to the Satellite itself and back down to the earth server PLUS the distances back again.

Over a small amount of time both the computer and the receiving station get faster at this but is it not always soon enough for iChat.

You probably noticed that the "speedometer" on the Speed Test site crept up slowly to the top speed.

Some services offer a way of masking this lag by sending the packets on before the next is received.  (I have had one known chat this way where the guy had bought the service - tends to be for Businesses but others can opt in)

This is a server end solution.

I had one Chat where the persons had gizmo at their end that did a similar.  (effectively from the Users end it kept the packet rate at full tilt.

Line of Sight stuff can depending on the distances involved but is s lot less of an issue compared to full Satellite

The third chat seemed to be sheer fluke as the person did not have any of these that she was aware of.

In the Pic what are the two blue wires for ?  (in fact it looks like there might be a third)

They look like Ethernet cables.

It basically should be:-

Dish > Cable to First device (Modem/Splitter) that separates TV, Phone and Broadband > More cabling to Router > more cabling or WiFi to computers.

The little black thing may be some sort of filter.  It maybe the equivalent of a Microfilter that Defcom and I use with our DSL (over the phone Landline) connections to stop Data and Voice stuff affecting each other.

What does the writing on it say ?

9:59 PM      Saturday; January 28, 2012

Please, if posting Logs, do not post any Log info after the line "Binary Images for iChat"

  iMac 2.5Ghz 5i 2011 (Lion 10.7.2)
 G4/1GhzDual MDD (Leopard 10.5.8)
 MacBookPro 2Gb (Snow Leopard 10.6.8)
 Mac OS X (10.6.8),

"Limit the Logs to the Bits above Binary Images."  No, Seriously

Ralph,

Let me try to clarify some of this, based on your questions. The reason I said "dish" is that this truly is line-of-sight service and not a satellite. The distance is probably around 10 miles and there are no obstructions between us and the tower where the signal originates. What this all means is that we are receiving ONLY an Internet signal in this manner. No other forms of data are being sent to the dish.

Perhaps this would be a good thing, based on your comments about the issues with satellite transmission.

You asked about the photo and the blue wires. Basically, what you are seeing is a digital switch (if I have my terminology correct) that takes a signal from the Netgear router and allows me to pass it to more locations in the house. The brand is Linksys and I see "Workgroup Switch" on it. We have this because the Netgear router did not have enough ethernet ports to handle the other locations in our place.

Unfortunately, that little device you saw doesn't have anything written on it to give me a clear idea of its function. But the writing simply shows the direction of the signal for purposes of attaching the connectors. One side says "radio" and the other say "computer." The rest of the text is just a warning to not connect incorrectly.

Anyway, that's what I think you wanted to know.

Hi,

The radio dish will not be as good (for iChat) as some form of Cable connection to your ISP  (telephone/DSL or actual Cable service that includes TV and Phone as a bundle).

However it is miles better than a satellite dish.

Can you confirm whether or not you see the speed get faster either during files transfers or even in that Speed test ?

I would agree with Defcom to set the bandwidth in iChat (iChat menu > Preferences > Video Section > Bandwidth Limit drop down) to 500kbps

This should smooth out any variances in the Internet speed.

I  also have three Hub/Switches here in my house.

My set up  does get a bit involved as a result.

I will wait to see the results of your contacting Defcom.

8:53 PM      Sunday; January 29, 2012

Please, if posting Logs, do not post any Log info after the line "Binary Images for iChat"

  iMac 2.5Ghz 5i 2011 (Lion 10.7.2)
 G4/1GhzDual MDD (Leopard 10.5.8)
 MacBookPro 2Gb (Snow Leopard 10.6.8)
 Mac OS X (10.6.8),

"Limit the Logs to the Bits above Binary Images."  No, Seriously

Hi ,

I have more questions.

Mainly can you clarify this pic again please

Uploaded with Skitch!

I am seeing two black (? USB) cables including the end protector on one (Orange arrows)

I am seeing tow different yellow cables/leads  (Different heads: Red Arrows)

Is it three Blue Cables (Green Arrows) that leads Form the Hub Switch ?

The box with the cable/leads clearly connected is the Switch ?

What is the black box with the shiny surface (I think I see the reflection of the cable tidy on the surface) Yellow Arrow ?

The Gizmo with the yellow lead with the clear end.

On the "other side" you mentioned a black lead to the router.

Does this have a second socket ?

Is this for an IP phone ?

Defcom emailed me with details of your ISP.

Do they offer a Phone Service (VoIP)

Do you take this service ?

If you don't take the service do they block all SIP data ?

SIP (Session Initiation Protocol) is used by VoIP phones and iChat to establish a Connection.

It used to be that SIP was on one of 4 internationally agreed ports (5060-5063) (you only used one but if it was unavailable the app or phone would try another)

Apple Users found out that although ISPs were allowing through traffic they were blocking end uers from those ports (recouping Log Distance call monies) and charging them to reopen them.

Apple solved this in iChat 4 by moving the SIP part to port 16402 as first choice (Again others are used as  backup)

There are other services that use VoIP and SIP such as Vonage and other similar set ups

They often have a filter like looking gizmo that allow the Phone to be connected that does not go through the router.

What it then does is split the SIP data out thinking it is for the phone but does not deliver it to the computer or the phone (The computer because it does not appear to be an SIP device and the phone because it has a different IP address to the data packets headers) so no device gets the info.

Due to the way the computer and router work you may be able to Send the initial invite but not follow up the SIP part of the connection Process (you will not see incoming Invites)

If your particular gizmo is not doing this then something else in the set up may be.

If you are not taking the VoIP phone service then the SIP may be blocking all SIP data at their end (They would be looking to have the least amount of traffic to keep the speeds up)

So...

Does your gizmos, as I refer to it,  have two sockets on the Black Lead side ?

Is the Shiny Black thing the Netgear ?
Are there USB leads in the pic ?

Do you take the phone service from the Dish Company ?

If you don't do you know if they restrict SIP Data ?

See this Help Doc at the ISP

Mentions a Blue Lead close to the box that is connected to the Dish.

10:01 PM      Sunday; January 29, 2012

Please, if posting Logs, do not post any Log info after the line "Binary Images for iChat"

  iMac 2.5Ghz 5i 2011 (Lion 10.7.2)
 G4/1GhzDual MDD (Leopard 10.5.8)
 MacBookPro 2Gb (Snow Leopard 10.6.8)
 Mac OS X (10.6.8),

"Limit the Logs to the Bits above Binary Images."  No, Seriously

Ralph,

Let me first address your questions regarding the picture.

The thin black wires are for AC power to the Netgear router and that little black device I mentioned earlier that goes between the ISP signal and the router.

The box at the top of the image is the Netgear router and the one below it is indeed the Linksys digital switch.

The blue wires are ethernet cables coming out of the digital switch and each runs to different parts of our home.

The yellow wires handle two functiions. The one going into the little black device runs to the Netgear router. The other connects the Netgear router to the Linksys digital switch.

As I told Tony, we don't have phone service from the ISB but I don't know if they block Session Initiation Protocol (SIP) data. I would have to call and ask this.

Yesterday, after spending time with Tony to try to resolve this, we agreed that I should take my computer to a friend's house and try to access iChat functionality from there. I did this and will not bore you with all of the permutations I tried. But just know that nothing worked.

I think this should be taken as having ruled out my router. This does leave open the question regarding how the ISP handles data transmission required by iChat. But I am also putting more pressure on Apple to step up and give me more help with this as I have paid for AppleCare and expect them to up their game, so to speak.

As soon as possible, however, I will talk to the ISP about the issue you raised.

Let me know if I have answered your questions. Thanks.