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

Hi Gary,

This does seem a little odd.

Defcom normally has his finger on the pulse of which routers are not quite up to it for iChat and has not mentioned this router being one of those.

The Layout you have is a bit unusual for us as it does not come up that often.

Just to confirm that layout-wise it looks like this ?

I understand the Computers may not be connected via the Switch and maybe direct to the Netgear but as a Network that would not matter.

I may have mentioned the Names in Table 1 before but can you contact any of them ?

(At time of Posting only two of these Names were showing as On Line - Apple maybe cutting back on this)

I have suggested to Defcom that he try IPNetMonitorX to test the UDP ports from his end.

The Lion Version is listed on this page (it works for 21 days as a trial) It is listed as a Candidate version.

If the ISP is not Blocking SIP...

The router is not Blocking Pings ...

The router is not Blocking DoS (Or SPI)...

Has been tried with and without the SIP ALG gateway.

IS using UPnP with Port Forwarding Off

And the computer is Not in Stealth Mode (Firewall Advanced Button) and the app is in the list is the Firewall is On....

Then I cannot see what we are missing and why it does not work.

With older versions of iChat a process called vcencoder could be seen to be running in the Activity Monitor (Applications/Utilities) but this does not happen in Lion. (you can only guess using the the CPU usage).

9:06 PM Monday; January 30, 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,

Your diagram of how we have set things up is entirely correct. As for this being unusual, I'm not sure what the option would be if you have more locations for ethernet connections in a home than there are ports available in the router itself. Perhaps there are routers out there with far more ports than the one we got? But using a digital switch to expand the ability to reach as many locations as we have seemed like the only option at the time. That said, there appears to be no reason to believe that routing a signal through a digital switch would be a cause for the issues we are experiencing.

Yes, I do have that list you mentioned and I have tried several of the "test buddies" that are on the list and, by the way, were also given to me by Apple. Unfortunately, no attempt worked.

I am not sure what Tony was using to monitor the signals but he did comment at one point that he saw that my request was only hitting one port when he was expecting more than that. As I explained to him, this goes beyond my experience and understanding so I will just have to let him make the decision along the lines you mentioned in your post.

You have offered a succint and entirely accurate description of the various situations that we have now chased down and I have to say that no one I have asked to offer a view on this feels any less perplexed than you do. This is why I am feeling that Apple needs to step in and take a role that goes beyond its somewhat tepid involvement (my perspective, of course).

While I certainly welcome any further suggestions from you and Tony, I feel quite guilty continuing to press either of you on this. I am determined to find a solution to this problem, however.

Hi Gary

Have you tried plugging you Mac in to the neatgear.

I am having the same issue between two computers in very different locations but both using the 6.0.1 version of iChat. Currently I can connect and control several other computers and have very successful video chats. But the only computer I can not connect to is the one that has 6.0.1

It seems to get stuck on the connecting phase. I have tried all the normal solutions that have fixed problems like this before. So I don't really have a solution, I just wanted to confirm that the problem might not be isolated to your personal network or router situation.

Tony,

Yes, a few days ago I contacted the ISP and said I was going to bypass the router and needed them to authorize a MAC address for the computer that would be receiving their signal directly. They did this and we attempted to do the kinds of things I have discussed before (video chat and screen-sharing). Nothing worked.

This why I am now fairly convinced this is not a router issue.

Hi,

Both Defcom and I use an app called Little Snitch.

This can tell you what Port and IP addresses an app is trying to access (you can set it up so you see thre request and have to Agree it)

It can pick up on the packet headers and reports the Public IP that your ISP gives you and the LAN IP the computer has.

(iChat can get really confused if you connect by Ethernet and WiFi to the router (your Netgear) or even have a connection to another Network that has internet access such as a Wifi to a neighbour)

Little Snitch will tell you the moment an Invite comes (port 5678) and when it moves to do the SIP bit (port 16402 as first choice in iChat 4 upwards)

As they know you have several computers I am surprised that the ISP wanted to have the MacBook Pro's MAC address when you took the router out of the Loop (I have not seen any ISP do that for a long time)

As you say, the switch should not make any difference as it is just a dumb device that adds extra ethernet Ports to your LAN.

The ones I have are also spread out around my house.

The modem/combine router in in the living room near the phone socket as I have DSL

One Ethernet cable then comes to the first Hub/Switch where I have my Tower, MacBook Pro and iMac.

A cable then goes to one upstairs in one bedroom and a cable from that room hops the Landing via the roof space to do the rear bedroom (X-box 360, windows tower, MacBook Pro, the Digital Box for the TV)

To be honest Defcom helped me out in 2004 when I came here looking for info on iChat and he came up with some inof on the Firmware on my then Thomson-Alcatel modem/router.

I have said and some what concentrated on iChat.

I have had Geniuses test with me in the past and from what I see about info the Apple Care sometimes put out, I am sure that Defcom and I know more than most of them.

It it was the router's SIP ALG getting in the way then the "no router" test should have highlighted that.

That leaves something about iChat,

Something about the MacBook Pro

Or something else about the service provided by the ISP

I see I thought earlier you had two Laptops but one is in fact MacPro tower.

Do you get the same results on both ?

There is no Phone tethered to either computer providing an additional route to the Internet ?

(previously in Leopard that was an Issue with Internet Sharing with the computer that did the sharing - I have not retested this in Lion - but also no-one has reported any symptoms).

So...

Any Double Logins by the computers to the router ?

Any Internet Sharing going on ?

Any phone providing more Internet Access to one or more computers ?

11:36 PM Tuesday; January 31, 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,

Gary does in fact have two computers.

His issue is that neither will connect to anyone else in Video or Audio chats.

Is that the case From the one that you have difficulty contacting ?

(are you saying you think it is the same thing as you can "see" it from the other side ?)

Are you getting the Pop up that says "Send to Apple"

If so can you open one and post the Log (well down to the line "Binary Images for iChat")

11:41 PM Tuesday; January 31, 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,

Thanks for the overview of Little Snitch. You had referenced this before but I had not checked it out. This has helped me understand how the traffic is being monitored.

Regarding your questions, I only use the ethernet connection in the house for the MacBook Pro and the MacPro. The Wi-Fi connection is for the iPad and when someone comes to visit who needs Internet access.

If I understand your question, there is no Internet sharing going on except, of course, that both of my computers are accessing the Internet through our ethernet connection to the router.

There is no phone connection to either computer.

Yesterday I got a call from Apple and the technician wanted to run Capture Data for the third time... This time he wanted it run ONLY via Wi-Fi. We had what the diplomats call a "frank and candid exchange." I told him how you and Defcom had been attempting to solve this issue and recommended that he and anyone else there go to the site and read through this material. It would help come up to speed and (hopefully) avoid us having to revisit diagnostic steps already taken. I complied with the request for data retrieval but said this approach now needs to change. We'll see if this makes any difference.

Based on the post you responded to by sethfromfarmington, I am beginning to wonder if we aren't having a problem with the application. The Apple technician said that there are regional differences in the application! First time I had heard this and it made me wonder if what you and Defcom are using is the same as what I have here. Strange.

Finally, when requesting screen-sharing, I get the same results when using either of my two computers. The MacPro doesn't have video capability at present so I only use the MacBook Pro to test for this. I can use IM on both machines with no problem.

HI,

The Apple technician said that there are regional differences in the application! First time I had heard this and it made me wonder if what you and Defcom are using is the same as what I have here. Strange.

The first part of this is open to interpretation I feel.

Almost all of the OS and Apple Apps have "localisation" files that put up the menu in the local language and cause the logs to appear in the local language.

I am not aware that there are differences in the app in any other way as we can all download Lion from the store and that is unlikely to be different.

It has also been a long time since the OS Install Disks came with a UK British version (think that actually stopped with OS X) I am sure DVD Install Disk can actually fit all the language info they need to on to the Disk, it is the installer that asks what the preferred language is.

Just to be clear Internet Sharing is the thing in System Preferences > Sharing.

However the Internet gets to your Computer is listed in one place and the method to another device (which must be different) is also chosen (yours would be Ethernet to WiFi or possibly Firewire - Lion also offers you Blue Tooth)

If you are using Ethernet is the WiFi in System Preferences > Network > Airport actually turned Off ?
Did you have to turn it on for the Data collection ?

One issue that will arise is that anyone trying to help will tend to have their own views on where the issue is.

Defcom and I can email each other to sort out that sort of stuff but as you say the Apple Care guy is likely to be three steps behind all the time.

Trying to get his approach and what he is after may help as being a "third head" he might be looking at it from a better view point. (three heads should be better than 1 or 2)

9:02 PM Wednesday; February 1, 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,

Regarding the Internet sharing question, Wi-Fi was turned off by me via the menulet and this showed as "off" in the System Preferences>Network window.

The point made about regional differences remains to be clarified so I'll just leave it at that until the Apple representative offers more details.

Based on my exchanges with the AppleCare representative, here is my impression:

As with most companies offering technical support, Apple appears to have different "tiers." Usually, the first tier handles the bulk of the requests and the people are reasonably knowledgeable but are backed up by databases of information they can access without having to be in-depth experts. The second tier would be staffed by people who are more experienced and rely more on their own knowledge primarily but also on databases and periodic access to the advanced tier. The third tier rarely interact directly with people seeking help as they are often the true "gurus" who are looked upon as the highest level of expertise available. If there is a higher level, they are not really technical support as much as people who are reponsible for hardware architecture and/or software design.

I believe I am still dealing with the second tier of support. While I feel a bit sorry for the person at Apple trying to navigate between my growing angst and frustration and the "cloud-like" entities above him who seem yet unwilling to become involved directly, I believe the circumstances call for this escalation to occur.

You deserve credit for your ambassadorial tactfulness in your last two sentences.

Hi,

I am going to wait until you here more from Apple Care or from Defcom.

Sometimes restating things and somewhat 'rambling" around the issues can prompt a new way of looking at something that sparks a cord with the person with the problem.

I feel I have restated things several times without anything popping into your mind.

I doubt any more explaining or restating will produce any more from you at the moment.

7:01 PM Thursday; February 2, 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

Please excuse me for butting in...

One very good option is Apple Remote Desktop - available in the Mac App Store. It cost $79 but that is for all of your Mac's. It used to cost $100's. It is MUCH more capable then iChat screen sharing...

I know this doesn't fix the AIM / screen sharing thing but I wanted to throw it out there...

The reason I added that is because I have been trying to use AIM / screen sharring too... I gave up for now.

Ralph,

I agree completely. As I wait for Apple to respond, I am going to try some alternatives for screen-sharing and video chats that were outlined in David Pogue's latest book on the Lion operating system. If either or both of these work, it will strengthen the argument that this whole situation may be more closely related to the iChat application than anything else. Stay tuned.

Ralph,

Okay, let me bring you up to date. I received a call from the AppleCare representative and he said their engineers had determined that the problem was NOT with the router. Apparently, based on the Capture Data information we gathered, they believe that this is now more likely something having to do with the computer itself.

I was asked to partition the hard drive on the MacBook Pro and do a clean installation of Lion on the new partition. I did this and fired up iChat for tests.

The tests involved trying to connect with my friend in another state for purposes of screen sharing and a video chat. No success. Then I used the "test buddies" that you and Apple had recommended and requested a video connection. Nothing worked.

I have sent this information back to Apple and am waiting for their reply. But, at this point, I believe we are facing a software fix on their end. I say this because the router is no longer a suspect and the same results occur when the computer is used in a different location. So that rules out the ISP.

Macsterguy has raised the idea of using Apple Remote Desktop and this might be worth considering. I am also thinking about other applications that might also work. But I remain convinced that the best solution is for Apple to fix the software and not release to the public a product that causes this much grief.