When I make or receive a FaceTime call with my friends, family, or co-workers, I expect it to keep its connection and not to fail mid-discussion. Recently, however, whenever I make or receive FaceTime calls, the call lasts about 20-30 seconds then cut off. And that is a huge problem!
And it appears I am not alone.
Several readers issues when making or receiving FaceTime calls. These calls either disconnect early on or simply fail altogether.
Some folks saw this behavior only when trying to the flip camera from front to back or vice-versa.
First, make sure that both parties have an active Internet connection (via WiFi or mobile, preferably LTE or higher.)
If you’re trying to use FaceTime over cellular, make sure that Use Cellular Data is on for FaceTime. Go to Settings > Cellular > Use Cellular DataFor, and turn on FaceTime
Then verify that you already toggled on FaceTime via Settings > FaceTime. And check that your Apple ID, email, and phone number are all correct.
FaceTime is finally available in Saudi Arabia (for the first time!) using iOS 11.3 and above!
#1 Check That Airplane Mode is Off
It seems that toggling Airplane mode is causing a lot of issues with FaceTime.
So toggle Airplane mode off and try making a FaceTime call again.
A lot of readers tell us that Airplane mode was causing their calls to drop and start showing that “reconnecting” message and eventually “FaceTime Call Failed.”
#2 Update iOS or macOS
Look for an iOS (or macOS) update–simply updating your operating system may fix the problem
For iPhones, iPads, and iPods go to Settings > General > Software Update or use iTunes
For Macs go to System Preferences > Software Update
If FaceTime works after turning off Screen Time/Restrictions
Check that both FaceTime and your Camera are allowed apps
For Screen Time, check if FaceTime has an App Limit set or if you set up Downtime to limit app access during specific hours
#5 Toggle FaceTime Off and On
Try re-enabling FaceTime by tapping Settings > FaceTime and toggle off and on again
Add a restart between, if it doesn’t work at first
#6 Sign Out of FaceTime
Sign Out of FaceTime by tapping your Apple ID, restart your device, and then sign back in with your Apple ID (or a different Apple ID)
For Macs, choose FaceTime > Preferences. In the Settings tab, click Sign Out. Then sign in again
If that didn’t work, try signing out of FaceTime with an Apple ID on both your device and the device for the person you are trying to FaceTime with
Then, close the FaceTime app on both devices by double pressing Home or swiping up the Home Gesture Bar, locating the App Preview for FaceTime and swiping it up off the top of your screens to fully close
After closing FaceTime, restart both devices, sign back into FaceTime, and launch FaceTime and try making a call again
#7 Check Date and Time Settings
Make sure time zone is set to your current zone OR better yet, have iOS set this automatically
Go to Settings > General > Date & Time and turn on Set Automatically
For Macs, choose Apple menu> System Preferences, then click Date & Time
If Set Automatically is on, toggle off, wait 20 seconds, and toggle back on
#8 Reset Network Settings
Tap Settings > General > Reset > Reset Network Settings
This process also resets WiFi passwords, cellular settings, and any VPN settings
#9 Delete and Reinstall The FaceTime App (iOS 12 and above)
Press and hold the FaceTime app until it jiggles
Tap the X and choose Delete
Press Done or the Home button to finish
Open the App Store and search for FaceTime to download and reinstall
You can also delete or offload FaceTime via Settings > General > iPhone Storage.
#10 Reset Your Router
Try turning your router off and on or unplugging it, waiting a minute, and plugging it back in
Check with your router manufacturer on how to reset your particular model
If the Problem With FaceTime Persists
Forget your current WiFi network
Then reconnect to it–you need to enter the passcode again, so make sure you have this on-hand before proceeding.
Restart or Force Restart your iOS Device
How To Restart an iPad, iPod, or iPhone
On an iPad with no Home Button and iPhones X or later: press and hold the Side/Top/Power button and either volume button until the slider appears
On an iPad or iPhone with a Home Button and iPod Touch: press and hold the Side/Top/Power button until the slider appears
Drag the slider to turn the device off and after the device turns off, press and hold that Side/Top/Power button again until you see the Apple Logo
With iOS 11 and above, restart using Settings > General > Shut Down
How To Force Restart an iPad, iPod, or iPhone
On an iPad with no Home Button and iPhones 8 or later: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Then press and hold the Side/Top/Power button until the device restarts
On an iPhone 7 or iPhone 7 Plus: Press and hold both the Side and Volume Down buttons for at least 10 seconds, until you see the Apple logo
On an iPhone 6s and earlier, iPad with a Home Button, or iPod touch: Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds, until you see the Apple logo
Change Your DNS
If restarting doesn’t fix it, it’s reported that changing your DNS settings fixes this issue
Go to Settings > Wi-Fi > Tap your current WiFi network’s name
Tap the DNS field and enter the DNS servers; 8.8.8.8 and 8.8.4.4 (Google’s Public DNS) or choose another third-party DNS
Reset All Your Device’s Settings
Go to Settings > General > Reset and tap Reset All Settings
This process is usually the last resort since it resets all your personalized features back to factory defaults
It resets to default everything in Settings, including notifications, alerts, brightness, and clock settings like wake up alarms
Resetting all settings also reverts all your personalized and customized features like wallpapers and accessibility settings back to factory defaults.
Performing this action does not impact any of your personal device data, including photos, texts, documents, and other files
You need to reconfigure these settings once your iPhone or iDevice restarts
For Macs Only
Readers tell us that FaceTime seems to work most consistently when you sign into iMessage and FaceTime with the same Apple ID.
If you see that FaceTime on your Mac is stuck on verifying (look at Facetime > Preferences), check your email and follow the instructions in the verification email that Apple sent to complete the process
Reset your Mac’s NVRAM
Shut down your Mac
Press and hold these four keys together: Option, Command, P, and R at start-up
Release the keys after about 20 seconds, during which your Mac might appear to restart, makes a second startup chime, or after the Apple logo appears and disappears for the second time
If you use a third-party camera attached to your Mac and you see the video flash briefly before the call fails, check for any manufacturer updates for the camera drivers for your version of macOS or Mac OS X
For more info on FaceTime issues with Macs, see this article.
Obsessed with tech since the early arrival of A/UX on Apple, Sudz (SK) is responsible for the original editorial direction of AppleToolBox. He is based out of Los Angeles, CA.
Sudz specializes in covering all things macOS, having reviewed dozens of OS X and macOS developments over the years.
In a former life, Sudz worked helping Fortune 100 companies with their technology and business transformation aspirations.
I have found it yesterday, that some iPad cases interfere somehow with the Facetime if front cover is flipped to the back of iPad and it has been confirmed by Apple Genius Bar work,
Issue: Cx presents a device that disconnects the FaceTime call when the third party case is stuck to the back of the iPad
Steps to Reproduce: Verified in store by placing test call.
Cosmetic Condition: Device is in good condition. No signs of damage or misuse
Proposed Resolution: We tried two different case which are sold at apple.
Issue did not occur.
Issue is only happening with customers case.
Concluded issue is with the cases bought by customer.
Resolution: Service Solution
Reason: Other
Contact Apple Support Case: 101410266981
The FaceTime on my iPad keeps dropping off about 10 mins into chat. I’ve tried reinstalling but still happens. Works perfectly on my iPhone.
Help please
My FaceTime keeps dropping out after a couple of minutes – but ONLY to one other person. And that person has no trouble except when phoning me! It is clearly not a problem with either iPhone or either WiFi, as they work OK with calls to others.
It appears to happen whoever initiates the call.
Any ideas why this should occur just between these two phones?
I can’t find face time on my iPhone 6s and each time someone calls me on FaceTime a different person picks the call and that person isn’t me
Please how do I fix this problem
I’ve been having this problem and I’m glad I’m not the only one. Ive just been turning off and turning on my phone to get it to start working again. The facetime calls tend to end exactly at 19 seconds
Had the same problem, would last 20 secs then disconnect , been like this for last 4 weeks .
Did as mentioned , turned the phone off then back on .
Perfect now , no problems at all , thank you .
Sorry to hear about your problems with FaceTime. Since you’ve tried everything listed, please give Apple Support a call and see if they have any additional tips to get your system working!
Having the same problems as Julie on the Ipod Touch 4th Gen. The call connects and can see my camera working but don’t get any video back from the other caller. They can see and hear me. Tried different callers so I know its not their issue.
Also, tried all the reset and other advice given but still not working.
I can open FaceTime and can hear them ok and I see myself but not them. All the responses I see here are for FaceTime not working at all and they are from 5 years ago. I tried toggle on and off. This is happening on both iPad and Mac air. Today it said Wifi signal weak, yet all other devises work fine, including TV streaming, so doubt it is strength of wifi.
Help! I have go be using DUO on my android phone, prefer FaceTime on my bigger devises,
Sorry, you’re having issues with FT. Let’s try a forced restart by pressing Home and Power buttons at the same time and maintaining this hold until you see the Apple Logo on-screen. Make sure you hold those buttons down together until the logo appears–even if it feels like a long time!
Now check if FT works for your calls.
If not, let’s reset your network settings–go to Settings > General > Reset > Reset Network Settings. Performing this action removes any stored WiFi passwords so have these available to add in again.
Try FT again.
If no joy, let’s reset all settings. Go to Settings > General > Reset and tap Reset All Settings. Performing this changes all your personalized settings back to defaults including any accessibility settings, wallpapers, and stored WiFi passcodes. It does NOT erase any data like photos, messages, and other app data.
Try FT again.
If none of these help, you may need to backup and restore from a backup (or set up as new). OR, make an appointment at the Genius Bar of an Apple store to run Diagnostics on your device.
If you’re trying to use FaceTime over cellular, make sure that Use Cellular Data is on for FaceTime. Go to Settings > Cellular > Use Cellular Data For, and turn on FaceTime.
Make sure time zone is set to your current zone OR better yet, have iOS set this automatically. Go to Settings > General > Date & Time and turn on Set Automatically
Reset your network settings. Tap Settings > General > Reset > Reset Network Settings. This also resets WiFi passwords, cellular settings, and any VPN settings
I have an issue with Ipad 2 face time. I am getting the facetime call when i call from iPad 2 but when i naswer the it failed to connect…Evrytime happening the same, it was working for the other devices.
Tried the 8.8.8.8 and it did not work, I’ve rebooted my router and iPad 2 and did as stated yet, it still says poor connection etc. every time I FaceTime or get FaceTime call via wifi when my wifi connection is strong even very strong!!!
Hi both me my wife and daughter have an iPhone 4S my wife can face time any of us but we can’t face time her only my daughter and I can face time each other’s phone no one has been blocked any ideas ???
Hi
I will be in Tanzania in October. Many of the lodges have WIFI. I have an Ipad 2. Can I do facetime with my son in NYC from Tanzania? I can from NJ to NYC with him.
I tried all your tricks but my wife’s new iPad 4 receives incoming calls but switches off immediately and reports to the caller XXXX (client) is not available for FaceTime
This even is FaceTime on, ready for the expected call and a finger ready for accepting the call.
The red touching button “refuse” seems to be already switched on when the call arrives
All settings seem to be correct, account is OK, Wifi is OK and even the DNS is set to 8.8.8.8
In addition to these solutions, what we have found is that if you simply delete and reinstall the sending user account in the FaceTime application it will often solve the problem. We hope this helps some of you!
Ever since the iOS6 update, FaceTime hasn’t been working. I’ve tried all that and it still doesn’t work :[ going to Apple tomorrow because I use FaceTime frequently
It didn’n work for me. My mac pro can facetime to my ipad3 but when my ipad call to my mac pro, it just ringing, facetime pop up but no answer button, only end button. I don’t know how to answer incoming call on my mac
Thank you so much for this fix! I could not figure out why I wasn’t getting IMessages anymore and also why FaceTime wasnt functioning but after this I was able to Face Time my sis in law and Face Time and get a good night kiss from my 3 year old nephew 🙂 thanks so much!!!!
I have a 2nd gen iPad.. I rebooted, reset all FaceTime settings and eventually the whole iPad and nothing worked. I was also going to take the ipad back to apple when I saw the 8.8.8.8 fix and it worked. Thank you!
Quick Tips For When Your FaceTime Calls Disconnect or Fail
Quick Tips For When Your FaceTime Calls Disconnect or Fail
Hi there,I need help! Every time I FaceTime one or some of my friends it kicks me off and I’ve literally tried everything! Can you help me?
I am having the same issue! I’ve Googled and tried everything that was suggested. Nothing works. Have you found a solution?
I have found it yesterday, that some iPad cases interfere somehow with the Facetime if front cover is flipped to the back of iPad and it has been confirmed by Apple Genius Bar work,
Issue: Cx presents a device that disconnects the FaceTime call when the third party case is stuck to the back of the iPad
Steps to Reproduce: Verified in store by placing test call.
Cosmetic Condition: Device is in good condition. No signs of damage or misuse
Proposed Resolution: We tried two different case which are sold at apple.
Issue did not occur.
Issue is only happening with customers case.
Concluded issue is with the cases bought by customer.
Resolution: Service Solution
Reason: Other
Contact Apple Support Case: 101410266981
Employee 973619389
The FaceTime on my iPad keeps dropping off about 10 mins into chat. I’ve tried reinstalling but still happens. Works perfectly on my iPhone.
Help please
My FaceTime keeps dropping out after a couple of minutes – but ONLY to one other person. And that person has no trouble except when phoning me! It is clearly not a problem with either iPhone or either WiFi, as they work OK with calls to others.
It appears to happen whoever initiates the call.
Any ideas why this should occur just between these two phones?
I tried everything nothing works.
Is there any other ways to fix this?
Apple needs to fix this. It’s been going on far too long and still after doing all trouble shooting steps. Ridiculous
I can’t find face time on my iPhone 6s and each time someone calls me on FaceTime a different person picks the call and that person isn’t me
Please how do I fix this problem
I’ve been having this problem and I’m glad I’m not the only one. Ive just been turning off and turning on my phone to get it to start working again. The facetime calls tend to end exactly at 19 seconds
Had the same problem, would last 20 secs then disconnect , been like this for last 4 weeks .
Did as mentioned , turned the phone off then back on .
Perfect now , no problems at all , thank you .
FaceTime – Call Failed
Tried everything to get FaceTime to work and still get Call Failed.
Any ideas on how to fix this ongoing issue?
Hi Steven,
Sorry to hear about your problems with FaceTime. Since you’ve tried everything listed, please give Apple Support a call and see if they have any additional tips to get your system working!
SK
Having the same problems as Julie on the Ipod Touch 4th Gen. The call connects and can see my camera working but don’t get any video back from the other caller. They can see and hear me. Tried different callers so I know its not their issue.
Also, tried all the reset and other advice given but still not working.
I can open FaceTime and can hear them ok and I see myself but not them. All the responses I see here are for FaceTime not working at all and they are from 5 years ago. I tried toggle on and off. This is happening on both iPad and Mac air. Today it said Wifi signal weak, yet all other devises work fine, including TV streaming, so doubt it is strength of wifi.
Help! I have go be using DUO on my android phone, prefer FaceTime on my bigger devises,
Hi Julie,
Sorry, you’re having issues with FT. Let’s try a forced restart by pressing Home and Power buttons at the same time and maintaining this hold until you see the Apple Logo on-screen. Make sure you hold those buttons down together until the logo appears–even if it feels like a long time!
Now check if FT works for your calls.
If not, let’s reset your network settings–go to Settings > General > Reset > Reset Network Settings. Performing this action removes any stored WiFi passwords so have these available to add in again.
Try FT again.
If no joy, let’s reset all settings. Go to Settings > General > Reset and tap Reset All Settings. Performing this changes all your personalized settings back to defaults including any accessibility settings, wallpapers, and stored WiFi passcodes. It does NOT erase any data like photos, messages, and other app data.
Try FT again.
If none of these help, you may need to backup and restore from a backup (or set up as new). OR, make an appointment at the Genius Bar of an Apple store to run Diagnostics on your device.
Keep us posted,
SK
I am an iphone 6 user.i ma having issues with facetime. I changed rhe DNS settings but still it is not dialling. Please help.
Hi Rabia,
Try the following:
If you’re trying to use FaceTime over cellular, make sure that Use Cellular Data is on for FaceTime. Go to Settings > Cellular > Use Cellular Data For, and turn on FaceTime.
Make sure time zone is set to your current zone OR better yet, have iOS set this automatically. Go to Settings > General > Date & Time and turn on Set Automatically
Reset your network settings. Tap Settings > General > Reset > Reset Network Settings. This also resets WiFi passwords, cellular settings, and any VPN settings
For more tips, check out this article
SK
Thank you very much , the DNS settings change did it, was getting frustrated as Apple Support don’t know how to fix this
After trying out so many suggestions, the DNS settings change did the trick – thank you very much
Continuation for the above post, when i Answer the call, it says failed to connect
I have an issue with Ipad 2 face time. I am getting the facetime call when i call from iPad 2 but when i naswer the it failed to connect…Evrytime happening the same, it was working for the other devices.
Any help would really appreciate..!!!
Can’t connect to FaceTime on iPad mini 4, keeps saying unavailable… Please help I’ve tried doing 8.8.8.8 yet still don’t work …
It’s ok I’ve sorted it now …
Thanks a lot for the 8.8.8.8 hack.. now i can consider my iphone 6 an iphone..
Tried all the suggestions and still have a blank page in my App Store
Tried the 8.8.8.8 and it did not work, I’ve rebooted my router and iPad 2 and did as stated yet, it still says poor connection etc. every time I FaceTime or get FaceTime call via wifi when my wifi connection is strong even very strong!!!
Have updated iPad, changed to 8888, rebooted. Still no FaceTime any ideas
Non of the above worked! Face time used to work, suddenly stopped and now none of the posted suggestions helped. Any additional thoughts?
Will 8.8.8.8 work in the Philippines?
Hi both me my wife and daughter have an iPhone 4S my wife can face time any of us but we can’t face time her only my daughter and I can face time each other’s phone no one has been blocked any ideas ???
Tried everything else and changed the DNS setting. Problem solved!
Hi
I will be in Tanzania in October. Many of the lodges have WIFI. I have an Ipad 2. Can I do facetime with my son in NYC from Tanzania? I can from NJ to NYC with him.
I tried all your tricks but my wife’s new iPad 4 receives incoming calls but switches off immediately and reports to the caller XXXX (client) is not available for FaceTime
This even is FaceTime on, ready for the expected call and a finger ready for accepting the call.
The red touching button “refuse” seems to be already switched on when the call arrives
All settings seem to be correct, account is OK, Wifi is OK and even the DNS is set to 8.8.8.8
Any suggestions?
Good
In addition to these solutions, what we have found is that if you simply delete and reinstall the sending user account in the FaceTime application it will often solve the problem. We hope this helps some of you!
It still isn’t working.
It Worked!
It really Worked… :)))
Thanks
Thanx it worked!!!!
Ever since the iOS6 update, FaceTime hasn’t been working. I’ve tried all that and it still doesn’t work :[ going to Apple tomorrow because I use FaceTime frequently
It didn’n work for me. My mac pro can facetime to my ipad3 but when my ipad call to my mac pro, it just ringing, facetime pop up but no answer button, only end button. I don’t know how to answer incoming call on my mac
Thanks so much …..finally my FaceTime works again!!!
PERFECT answer. I have been trying to fix the issue for a long time and its all fixed now just with the DNS entry change
It worked for me be sure to do 8.8.8.8 do not add a 4th “.”
Thanks for the 8.8.8.8 thing it worked for me too!
didnt for me either because i jailbrocken my ipod toucah and now facetime wont work and i deleted all the jailbrocken sthing
didn’t work for me 🙁
thanks!! this was a great find:)
Thanks. The 8888. Worked for me too. Can you tell me why this happens?
8.8.8.8 worked for me too. Thanks so much! What an easy fix!
Thank you so much for this fix! I could not figure out why I wasn’t getting IMessages anymore and also why FaceTime wasnt functioning but after this I was able to Face Time my sis in law and Face Time and get a good night kiss from my 3 year old nephew 🙂 thanks so much!!!!
I have a 2nd gen iPad.. I rebooted, reset all FaceTime settings and eventually the whole iPad and nothing worked. I was also going to take the ipad back to apple when I saw the 8.8.8.8 fix and it worked. Thank you!
Was about to take the new ipad back because facetime failed until I put 8.8.8.8 in DNS. Thanks for saving me a trip back to the store.