"Protocol negotiation failed"

[glaesemann]

Protocol negotiation failed

Host: iMac OS X 10.9 (my mother-in-law)
Remote: MacMini OS X 10.11 (me)

I am trying to help my mother-in-law with a few computer issues. She is in a nursing home in WI and I am at my home office in NYC. First we tried TV QS on her end and kept getting "Protocol negotiation failed". Next, I had her do the Full install, restart... and we still get "Protocol negotiation failed". No password field is presented on my end, all I see is "connecting".

Has anyone else successfully resolved "Protocol negotiation failed"?

Many thanks!

LOG FILE FROM HOST (ID's removed)

2015/12/29 14:46:05.075 241 140735194813200 G501   
2015/12/29 14:46:05.075 241 140735194813200 G501   TeamViewer started as agent
2015/12/29 14:46:05.075 241 140735194813200 G501   InterProcessBase::StartTcpCommunicationInternal(): setting m_NetworkConnector to new TCP connector
2015/12/29 14:46:05.076 241 140735194813200 G501   Opening local TCP connection to 127.0.0.1:5939
2015/12/29 14:46:05.076 241 4532224000      G501+  Thread: IOServiceWorker_0_0
2015/12/29 14:46:05.076 241 4532224000      G501   Local TCP connection established
2015/12/29 14:46:05.076 67 4579618816      S0     CAcceptServer::HandleAccept: new connection from 127.0.0.1:49176
2015/12/29 14:46:05.080 240 4484657152      D501   Received Control_InitIPC processtype=2
2015/12/29 14:46:05.086 241 4532224000      G501   SettingsIPCReception receive a SYNCHRONISE Settings command : UserSettings
2015/12/29 14:46:05.086 241 4532224000      G501+  RemoteSettings: SettingsIPCReception UserSettings process sends sync settings response to network.
2015/12/29 14:46:05.087 241 4532224000      G501   Received Control_InitIPC_Response processtype=4
2015/12/29 14:46:05.087 67 4579618816      S0     CInterProcessNetwork::SetDyngateIDforSession() id=********* session=501 ptype=4
2015/12/29 14:46:05.087 67 4579618816      S0     CInterProcessNetwork::SetDyngateIDforSession() id=********* session=501 ptype=2
2015/12/29 14:46:05.087 67 4579618816      S0     UpdateOnlineState newOnlineValue 1
2015/12/29 14:46:05.088 241 4532224000      G501   Received Control_InitIPC_Response processtype=1
2015/12/29 14:46:05.088 241 4532224000      G501   Received Control_InitIPC_Response runningProcesses=7
2015/12/29 14:46:05.088 241 4532224000      G501   Control_InitIPC_Response: all processes 7 completely initialized
2015/12/29 14:46:05.088 241 4544344064      G501+  Thread: SendProxySettings
2015/12/29 14:46:05.088 241 4532224000      G501+  InterProcess: Sending 2 queued command(s).
2015/12/29 14:46:05.177 241 140735194813200 G501   AccountLoginGUI::CreateLoginKey(): [OnlineState] System is set to Visible.
2015/12/29 14:46:05.198 241 140735194813200 G501   ManagerHolderStateMachine: Switching from None to NotReady
2015/12/29 14:46:05.198 241 4532224000      G501   ChatManager::ChatManager: created
2015/12/29 14:46:05.198 241 4532224000      G501   ChatManager::Factory: ChatManager created
2015/12/29 14:46:05.199 241 4532224000      G501   IncomingBetterChatCommandHandler::IncomingBetterChatCommandHandler: created
2015/12/29 14:46:05.199 241 4532224000      G501   IncomingChatCommandRegistration::Start: registering for ready state properties
2015/12/29 14:46:05.213 241 4532224000      G501   InterProcessBase::SecureNetworkCallbackHandle created (RegistrationID: *********)
2015/12/29 14:46:05.213 241 4532224000      G501   IncomingChatCommandRegistration::Register: Registered successfully for incoming commands (after 0 retries)
2015/12/29 14:46:05.215 67 4579618816      S0     SecureNetworkIPCAdapter::RegisterSharedBCmdCallback(): CC: 25, RegistrationID: *********, DyngateID: *********, ProcessType: 2, SessionID: 501
2015/12/29 14:46:05.222 241 140735194813200 G501   Display found: iMac (1680x1050) main: 1 / openGL: 0 / active: 1 / sleep: 0 / builtin: 1 / HiDPI: 0 / displayID: *********
2015/12/29 14:46:05.222 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:05.223 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:05.223 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:05.223 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:05.223 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:05.223 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:05.235 241 140735194813200 G501   InterProcessBase::SecureNetworkCallbackHandle created (RegistrationID: *********)
2015/12/29 14:46:05.235 241 140735194813200 G501   registerSessionSwitchHandler (NSWorkspaceSession)
2015/12/29 14:46:05.236 67 4579618816      S0     SecureNetworkIPCAdapter::RegisterSharedBCmdCallback(): CC: 34, RegistrationID: *********, DyngateID: *********, ProcessType: 2, SessionID: 501
2015/12/29 14:46:05.292 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:05.359 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:05.359 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:05.359 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:05.360 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:05.360 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:05.615 241 140735194813200 G501   Account::TryAutoLogin: enabled: 0
2015/12/29 14:46:05.616 241 4532224000      G501   Account::UpdateState: KA = 1, active = 1
2015/12/29 14:46:05.618 241 140735194813200 G501   Search crashLog
2015/12/29 14:46:05.618 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=36
2015/12/29 14:46:05.618 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=36
2015/12/29 14:46:05.671 241 4532224000      G501   IDLabelContent::UpdateImpl() IDs changed: SessionID "*********", TSUserID "0", ServerID "0"
2015/12/29 14:46:05.757 241 140735194813200 G501   Account::SetLoginState: new state: 2
2015/12/29 14:46:05.758 241 140735194813200 G501   ManagerHolderStateMachine: Switching from NotReady to ReadyForLogin
2015/12/29 14:46:05.771 241 4532224000      G501!  InterProcessBase::Receive_RouterTime() No clock.
2015/12/29 14:46:05.771 241 4532224000      G501!  InterProcessBase::Receive_RouterTime() No clock.
2015/12/29 14:46:05.865 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=36
2015/12/29 14:46:06.022 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=36
2015/12/29 14:46:43.751 67 4579618816      S0     Activating Router carrier
2015/12/29 14:46:43.751 67 4579618816      S0     CommandHandlerRouting[20]::CreatePassiveSession(): incoming session via server12303.teamviewer.com, protocol Tcp
2015/12/29 14:46:43.751 67 4579618816      S0     Connect to existing desktop process in session 501
2015/12/29 14:46:43.751 67 4579618816      S0     ConnectionGuard: incoming remote control in sessions: 501(1)
2015/12/29 14:46:43.752 240 4484657152      D501   Connection incoming, sessionID = -*********
2015/12/29 14:46:43.752 241 4532224000      G501   Connection incoming, sessionID = -*********
2015/12/29 14:46:43.752 240 4459073536      D501   CLogin::run()
2015/12/29 14:46:43.753 240 4459073536      D501   CLogin::NegotiateVersionServer()
2015/12/29 14:46:43.753 67 4579618816      S0     LegacyDataCmdSender[20]::SendAllData(): encryption not ready!
2015/12/29 14:46:44.323 67 4579618816      S0     Negotiating session encryption: client hello received from 779839882, RSA key length = 2048
2015/12/29 14:46:44.324 67 4579618816      S0     SecureNetwork::CallbackWithCertificateDataInternal: requesting new certificate, dyngateids changed
2015/12/29 14:46:44.759 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:44.760 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:44.760 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:44.760 67 4579618816      S0     CSendCommandToMaster::SendBCommandToMaster: CC=3 CT=38
2015/12/29 14:46:44.832 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:44.833 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:44.834 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:44.834 67 4579618816      S0     CProcessCommandHandlerKeepAliveClient[19]::ReceivedCmdBuddy(): CC=3 CT=38
2015/12/29 14:46:44.995 67 4579618816      S0     Negotiating session encryption: server hello sent
2015/12/29 14:46:49.113 67 4579618816      S0     Estimated RTT to 779905899: 147 ms, Reliability: 2, Carrier: 1
2015/12/29 14:46:49.774 67 4579618816      S0     Estimated RTT to Router: 115 ms, Reliability: 2, Carrier: 1
2015/12/29 14:46:56.206 67 4579618816      S0     Estimated Bandwidth Capacity to 779905899: 5829 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:46:56.415 67 4579618816      S0     Estimated Bandwidth Capacity to Router: 908 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:47:15.063 67 4579618816      S0  !  SecureNetworkConnection::CheckForConnectionTimeout timeout state=4 [ remoteID: ********* connection: 1 remoteConnection: 1 ]
2015/12/29 14:47:15.063 67 4579618816      S0  !! NegotiateEncryptionV2[20]::CheckState() STATE_NOTCONNECTED
2015/12/29 14:47:15.114 67 4579618816      S0     ConnectionGuard: no restrictions
2015/12/29 14:47:15.114 67 4579618816      S0     OSSessionControlOSX::LastTVSessionTerminated --> SendLockScreenToDesktop
2015/12/29 14:47:15.115 240 4459073536      D501!! CLogin::NegotiateVersionServer socket was closed while reading
2015/12/29 14:47:15.115 240 4459073536      D501   CLogin::run() leave
2015/12/29 14:48:12.639 67 4579618816      S0     Activating Router carrier
2015/12/29 14:48:12.639 67 4579618816      S0     CommandHandlerRouting[21]::CreatePassiveSession(): incoming session via server3005.teamviewer.com, protocol Tcp
2015/12/29 14:48:12.639 67 4579618816      S0     Connect to existing desktop process in session 501
2015/12/29 14:48:12.639 67 4579618816      S0     ConnectionGuard: incoming remote control in sessions: 501(1)
2015/12/29 14:48:12.640 240 4484657152      D501   Connection incoming, sessionID = *********
2015/12/29 14:48:12.640 241 4532224000      G501   Connection incoming, sessionID = *********
2015/12/29 14:48:12.640 240 4459610112      D501   CLogin::run()
2015/12/29 14:48:12.640 240 4459610112      D501   CLogin::NegotiateVersionServer()
2015/12/29 14:48:12.641 67 4579618816      S0     LegacyDataCmdSender[21]::SendAllData(): encryption not ready!
2015/12/29 14:48:13.214 67 4579618816      S0     Negotiating session encryption: client hello received from 779839882, RSA key length = 2048
2015/12/29 14:48:13.220 67 4579618816      S0     Negotiating session encryption: server hello sent
2015/12/29 14:48:17.888 67 4579618816      S0     Estimated RTT to 779905899: 119 ms, Reliability: 2, Carrier: 1
2015/12/29 14:48:18.022 67 4579618816      S0     Estimated RTT to Router: 35 ms, Reliability: 2, Carrier: 1
2015/12/29 14:48:26.112 67 4579618816      S0     Estimated Bandwidth Capacity to Router: 943 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:48:30.928 67 4579618816      S0     Estimated Bandwidth Capacity to 779905899: 3521 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:48:43.291 67 4579618816      S0  !  SecureNetworkConnection::CheckForConnectionTimeout timeout state=4 [ remoteID: ********* connection: 1 remoteConnection: 1 ]
2015/12/29 14:48:43.291 67 4579618816      S0  !! NegotiateEncryptionV2[21]::CheckState() STATE_NOTCONNECTED
2015/12/29 14:48:43.328 67 4579618816      S0     ConnectionGuard: no restrictions
2015/12/29 14:48:43.328 67 4579618816      S0     OSSessionControlOSX::LastTVSessionTerminated --> SendLockScreenToDesktop
2015/12/29 14:48:43.328 240 4459610112      D501!! CLogin::NegotiateVersionServer socket was closed while reading
2015/12/29 14:48:43.329 240 4459610112      D501   CLogin::run() leave
2015/12/29 14:49:00.246 67 4579618816      S0     Activating Router carrier
2015/12/29 14:49:00.246 67 4579618816      S0     CommandHandlerRouting[22]::CreatePassiveSession(): incoming session via server18403.teamviewer.com, protocol Tcp
2015/12/29 14:49:00.246 67 4579618816      S0     Connect to existing desktop process in session 501
2015/12/29 14:49:00.246 67 4579618816      S0     ConnectionGuard: incoming remote control in sessions: 501(1)
2015/12/29 14:49:00.247 241 4532224000      G501   Connection incoming, sessionID = *********
2015/12/29 14:49:00.247 240 4484657152      D501   Connection incoming, sessionID = *********
2015/12/29 14:49:00.247 240 4459073536      D501   CLogin::run()
2015/12/29 14:49:00.248 240 4459073536      D501   CLogin::NegotiateVersionServer()
2015/12/29 14:49:00.248 67 4579618816      S0     LegacyDataCmdSender[22]::SendAllData(): encryption not ready!
2015/12/29 14:49:01.012 67 4579618816      S0     Negotiating session encryption: client hello received from 779839882, RSA key length = 2048
2015/12/29 14:49:01.018 67 4579618816      S0     Negotiating session encryption: server hello sent
2015/12/29 14:49:05.811 67 4579618816      S0     Estimated RTT to 779905899: 66 ms, Reliability: 2, Carrier: 1
2015/12/29 14:49:06.388 67 4579618816      S0     Estimated RTT to Router: 167 ms, Reliability: 2, Carrier: 1
2015/12/29 14:49:12.978 67 4579618816      S0     Estimated Bandwidth Capacity to 779905899: 1931 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:49:14.720 67 4579618816      S0     Estimated Bandwidth Capacity to Router: 998 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:49:31.082 67 4579618816      S0  !  SecureNetworkConnection::CheckForConnectionTimeout timeout state=4 [ remoteID: ********* connection: 1 remoteConnection: 1 ]
2015/12/29 14:49:31.083 67 4579618816      S0  !! NegotiateEncryptionV2[22]::CheckState() STATE_NOTCONNECTED
2015/12/29 14:49:31.116 67 4579618816      S0     ConnectionGuard: no restrictions
2015/12/29 14:49:31.117 67 4579618816      S0     OSSessionControlOSX::LastTVSessionTerminated --> SendLockScreenToDesktop
2015/12/29 14:49:31.117 240 4459073536      D501!! CLogin::NegotiateVersionServer socket was closed while reading
2015/12/29 14:49:31.117 240 4459073536      D501   CLogin::run() leave
2015/12/29 14:49:33.322 67 4579618816      S0     Activating Router carrier
2015/12/29 14:49:33.322 67 4579618816      S0     CommandHandlerRouting[23]::CreatePassiveSession(): incoming session via server12303.teamviewer.com, protocol Tcp
2015/12/29 14:49:33.322 67 4579618816      S0     Connect to existing desktop process in session 501
2015/12/29 14:49:33.322 67 4579618816      S0     ConnectionGuard: incoming remote control in sessions: 501(1)
2015/12/29 14:49:33.323 240 4484657152      D501   Connection incoming, sessionID = -*********
2015/12/29 14:49:33.323 240 4459073536      D501   CLogin::run()
2015/12/29 14:49:33.323 240 4459073536      D501   CLogin::NegotiateVersionServer()
2015/12/29 14:49:33.324 241 4532224000      G501   Connection incoming, sessionID = -*********
2015/12/29 14:49:33.326 67 4579618816      S0     LegacyDataCmdSender[23]::SendAllData(): encryption not ready!
2015/12/29 14:49:34.141 67 4579618816      S0     Negotiating session encryption: client hello received from 779839882, RSA key length = 2048
2015/12/29 14:49:34.146 67 4579618816      S0     Negotiating session encryption: server hello sent
2015/12/29 14:49:39.167 67 4579618816      S0     Estimated RTT to Router: 43 ms, Reliability: 2, Carrier: 1
2015/12/29 14:49:39.174 67 4579618816      S0     Estimated RTT to 779905899: 51 ms, Reliability: 2, Carrier: 1
2015/12/29 14:49:46.608 67 4579618816      S0     Estimated Bandwidth Capacity to 779905899: 3696 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:49:47.651 67 4579618816      S0     Estimated Bandwidth Capacity to Router: 836 kbit/s, Reliability: 2, Carrier: 1
2015/12/29 14:50:04.205 67 4579618816      S0  !  SecureNetworkConnection::CheckForConnectionTimeout timeout state=4 [ remoteID: ********* connection: 1 remoteConnection: 1 ]
2015/12/29 14:50:04.205 67 4579618816      S0  !! NegotiateEncryptionV2[23]::CheckState() STATE_NOTCONNECTED
2015/12/29 14:50:04.348 67 4579618816      S0     ConnectionGuard: no restrictions
2015/12/29 14:50:04.349 67 4579618816      S0     OSSessionControlOSX::LastTVSessionTerminated --> SendLockScreenToDesktop
2015/12/29 14:50:04.349 240 4459073536      D501!! CLogin::NegotiateVersionServer socket was closed while reading
2015/12/29 14:50:04.350 240 4459073536      D501   CLogin::run() leave
 

[glaesemann]

I should also say that I can see her computer go ONLINE and OFFLINE under computers and contacts. We were able to assign her computer to my account and now I can see it as part of my group. The only thing we cannot do is actually create an active remote connection. Keep getting "Protocol negotiation failed". Perhaps it is encryption related? Firewall?

Any assistance is greatly appreciated.

Cheers!

[glaesemann]

UPDATE:
Established a Chat session and that works fine. But Remote Control session still times out on the Host end with "Protocol negotiation failed". Also, I had my mother-in-law (Host) initiate Remote Control of my computer. I see Incoming Connection... and then it never changes. She gets a Failed To Connect message and then resets to "Ready To Connect" on her end. On my end it just stays at "Incoming Connection". I have to restart TV in order to get back to "Ready to connect".

So it appears that our computers can see each other fine, we can do Chat session, I see her computer "Online" or "Offline" in "My Computers", but once a Remote Control session is initiated, communication on her end stops. My computer receives nothing from her computer regarding failure, etc. I have to use the Abort button.

I know TeamViewer states that if you can connect to the internet, you should have no TV Remote Control connection issues. But, I am starting to wonder if TV needs a port open that is beyond standard configuration for web browsing. Does anyone know what ports are required and their proper configuration?

Thank you!

[glaesemann]

Two days later and still no response from TeamViewer support. I went back to my (soon to end) free version of LogMeIn and it works with no issues. VNC, Apple Remote Desktop and TeamViewer all fail to connect. What is different about LogMeIn that it has no problems with connecting?