Remote Assistance Works, but A/V doesn't

[Dan]

A friend of mine and I have been struggling with this for a while now--off
and on. I've been searching this site and the google groups site for
answers, but lots of ideas. I have not seen this particular scenario so it
might be relevant. Here goes...

I have XP Pro on a cable connection behind a UPnP Enabled Gateway. UPnP
support is enabled in XP. QoS is Disabled
Installed the latest firmware in the router. My WAN IP Address is in the
public IP space (not 10, 172, or 192). WAN address is in 81.83. space. I've
been able to link up with one other person A/V in the current configuration.

He has XP Home on a DSL connection. QoS is disabled. UPnP support is
enabled (but not necessary) His IP address is in the public space as well
62. something or other. Only thing strange with his is that the IP and
gateway addresses are the same on a 255.255.255.255 mask. Not seen that
before but...

He asked for remote assistance just to see if it worked, so I saw with my
own eyes his IP, GW and Mask entries via IPCONFIG. I know that remote
assistance uses Windows Messenger, so we closed MSN 5.0 to see if that could
help. No joy.

Neither of us have ICF running. We both have Windows Messenger 4.7 and MSN
Messnger 5.0. Not ready to load 'preview' software.

We tried to use audio within remote assistance. No joy.

I know what you're thinking. Speaker or microphone problems on either end.
However, when I initiate, he can hear me, but I can't hear him. He can hear
himself through his speakers during the period the computers are trying to
connect. And audio tuning wizard on both machines test okay. I saw his
through the remote assistance.

So, does remote assistance use different ports than A/V? I assume yes, but
with UPnP enabled the machines negotiate remote assistance jsut fine.

 

[Jonathan Kay [MVP]]

Greetings Dan,

It seems you've covered most of the normal solutions, however, you may just need to remove
the current Messenger port forwardings in your UPnP Gateway. To do so, click Start, All
Programs, Accessories, Communications, Network Connections. Right-click the "Internet
Gateway" (should be under the Internet Gateway heading) and choose Properties. Choose the
Settings button, click each 'msmsgs' or 'msnmsgr' entry and then choose 'Delete' to each one.
Then close Messenger (right-click the Messenger icon, choose Exit), then restart Messenger.
____________________________________________
Jonathan Kay
Windows MVP, Messenger
Associate Expert
http://www.microsoft.com/windowsxp/expertzone/
Messenger Resources - http://messenger.jonathankay.com

 

[Pez]

Can you confirm if your friend is using the builting
PPPoE dialer in Windows XP. If so, he may have to
uninstall the QoS Packet Scheduler, as you can not
disable (uncheck) this option for dialup connections.

PS - Are either of you able to preform a voice/webcam
chat with anyone else? This would help to determin which
end the problems is at.

Pez

 

[Dan]

Pez (and others),

I was able to conduct a full audio/video web session with one of my
colleagues with no problem. I won't put much credence in that test,
however, because he and I both use the same ISP. It did work, though.

Dan

 

[Dan]

Pez,

You misunderstood...you asked in the postscript of your original reply if I
was ever able to conduct an A/V chat with anyone. You inferred from my
response that my original problem has been solved. That inference is
pre-mature. Haven't had time to check with my friend on your
recommendations.

Sorry to have misled you.

 

[Pez]

Dan,

I'm still a bit confused! Correct me if I'm wrong.

When was that A/V chat with one of your colleagues? If
it was recent, then it's working fine at your end at
least. The fact that your colleague is on the same ISP
should not make much of a difference. However, if the
ISP at either end employs NAT (ie. uses private IP
addresses as apose to public IP addresses), A/V (via WM)
chat will not work regardless what you do. I don't think
this is the case, if you are able use Remote Assistance
in either direction.

If the above holds true, this would indicate that your PC
is fine and the problem is at your friend's end. Please
re-test with your friend. Make sure you apply the given
advice at your friend's end too.

Pez