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You are here: Home / iPad / My FaceTime Keeps Disconnecting! How Do I Fix Failed FaceTime Calls?

My FaceTime Keeps Disconnecting! How Do I Fix Failed FaceTime Calls?

By SK 52 comments Last updated March 6, 2019

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.

Related Articles

  • FaceTime Not Working: Troubleshoot FaceTime Problems Today!
  • Sound Connection Problems on FaceTime
  • Did an Error Occur During Activation for iMessage or FaceTime on Mac?
  • FaceTime for Mac not working, fix
  • The Complete Guide to Disabling or Deregistering iMessage (And FaceTime)

Quick Tips For When Your FaceTime Calls Disconnect or Fail

  • Make sure Airplane mode is toggled off
  • Check Apple Server status for any ongoing issues
  • Toggle FaceTime off, wait 20-30 seconds, and toggle it back on
  • Sign out of FaceTime, restart, and sign back in
  • Delete and reinstall the FaceTime App
  • Update your iOS or macOS to the latest version
  • Turn off Screen Time or Restrictions
  • Check that your date and time is Set Automatically
  • Reset your network settings

Contents

  • Problems with iOS Specific Issues in FaceTime?
  • How To Fix FaceTime Dropping Calls or Failing
    • #1 Check That Airplane Mode is Off
    • #2 Update iOS or macOS
    • #3  Check Apple’s Server Status
    • #4 Look at Screen Time and Restrictions
    • #5 Toggle FaceTime Off and On
    • #6 Sign Out of FaceTime
    • #7 Check Date and Time Settings
    • #8 Reset Network Settings
    • #9 Delete and Reinstall The FaceTime App (iOS 12 and above)
    • #10 Reset Your Router 
  • If the Problem With FaceTime Persists
    • Forget your current WiFi network
    • Restart or Force Restart your iOS Device
    • Change Your DNS
    • Reset All Your Device’s Settings
  • For Macs Only  
  • Still Seeing FaceTime Call Failed?
  • Reader Tips 

Problems with iOS Specific Issues in FaceTime?

  • Why Is My FaceTime Not Working in iOS 12?
  • FaceTime Not Working in iOS 11? How To Fix
  • iOS 10: FaceTime is Not Working

How To Fix FaceTime Dropping Calls or Failing

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 Data For, and turn on FaceTime not workign

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's Not Working iOS 10, How-To Fix

Also, FaceTime is not available in every country so check the most recent list of supported countries

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 iTunesHow to Update iOS
  • For Macs go to System Preferences > Software Update 

    Screenshot of macOS System Preferences searching for updates
    Check that your macOS software is up-to-date

#3  Check Apple’s Server Status

  • Visit Apple’s System Status site and ensure that FaceTime’s Servers are operational Apple Server Status FaceTime with issues
  • Look for FaceTime. And if marked with a yellow yield-like icon, check back later and wait for Apple to resolve problems

#4 Look at Screen Time and Restrictions

  • Temporarily turn off Screen Time (Settings > Screen Time) or for older iOS, Restrictions (Settings > General > Restrictions) turn off screen time
    • You’ll need your Screen Time or Restrictions password to disable this feature
  • If FaceTime works after turning off Screen Time/Restrictions
    • Check that both FaceTime and your Camera are allowed apps Allowed Apps in Screen Time iOS 12 iPhone
    • 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) Sign Out of FaceTime
  • For Macs, choose FaceTime > Preferences. In the Settings tab, click Sign Out. Then sign in again Allow FaceTime App to Take Live Photos on Mac
  • 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 close app on iPhone iOS 12
    • 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 App Store app crashing, fix
  • 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 How To Fix Messages and iMessage Problems in iOS 11
  • 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 delete the FaceTime app from iPhone iOS 12
      • 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 WiFi Dropping Out After iOS Update, How-To Fix

  • 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.iPhone Can't Connect to Unsecured Network? How-To Fix

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 how to restart an iPad with no home button
  • 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 iOS 11 Setting to Shut Down iPhone

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 Forced Restart Not Working on iPhone 8 or iPhone X?
  • 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 Forced Restart Not Working on iPhone 8 or iPhone X?
  • 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 iPad Sound Not Working? How to Fix It

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 iPhone Can't Connect to Unsecured Network? How-To Fix
  • 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 DNSiPhone Podcast Download Not Working, How-To Fix

Reset All Your Device’s Settings

  • Go to Settings > General > Reset and tap Reset All Settings iOS 10 Install and Activation Problems, how-To
  • 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  group FaceTime on Mac

  • 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 macOS Could Not Be Installed, How-To Fix
    • 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.

Still Seeing FaceTime Call Failed?

If none of this helps, 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.

Reader Tips 

  • Check if your phone is on airplane mode. Airplane mode makes your phone say “reconnecting” then “call failed”
  • When FaceTime starts reconnecting, dropping calls, or failing, I use it as an excuse to end my call! And blame it all on Apple
sudz - apple
SK

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.

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Reader Interactions

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Show 52 Comments

  1. Daisy says

    July 9, 2021 at 9:56 AM

    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?

    Reply
    • Sharon says

      July 10, 2021 at 7:27 PM

      I am having the same issue! I’ve Googled and tried everything that was suggested. Nothing works. Have you found a solution?

      Reply
  2. Dzafer says

    June 17, 2021 at 5:25 AM

    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

    Reply
  3. Sandra Bradley says

    January 27, 2021 at 5:56 AM

    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

    Reply
  4. Mike Matthews says

    December 22, 2020 at 1:50 PM

    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?

    Reply
  5. Pavan Dhesi says

    October 2, 2020 at 9:35 PM

    I tried everything nothing works.
    Is there any other ways to fix this?

    Reply
  6. Tanisha says

    March 31, 2019 at 5:52 PM

    Apple needs to fix this. It’s been going on far too long and still after doing all trouble shooting steps. Ridiculous

    Reply
  7. Akugbe Happiness says

    March 25, 2019 at 8:16 AM

    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

    Reply
  8. Giselle says

    March 6, 2019 at 11:33 AM

    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

    Reply
    • Philip bradford says

      April 9, 2019 at 7:54 PM

      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 .

      Reply
  9. Steven says

    April 16, 2018 at 3:40 AM

    FaceTime – Call Failed
    Tried everything to get FaceTime to work and still get Call Failed.
    Any ideas on how to fix this ongoing issue?

    Reply
    • SK says

      April 16, 2018 at 7:47 AM

      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

      Reply
  10. Keith Champion says

    January 11, 2018 at 2:19 AM

    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.

    Reply
  11. Julie says

    December 28, 2017 at 11:19 AM

    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,

    Reply
    • SK says

      December 30, 2017 at 10:12 AM

      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

      Reply
  12. Rabia says

    August 25, 2017 at 9:40 PM

    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.

    Reply
    • SK says

      August 26, 2017 at 7:25 AM

      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

      Reply
  13. Jajejo says

    February 13, 2017 at 1:17 AM

    Thank you very much , the DNS settings change did it, was getting frustrated as Apple Support don’t know how to fix this

    Reply
  14. Subramaniam says

    January 17, 2017 at 9:52 AM

    After trying out so many suggestions, the DNS settings change did the trick – thank you very much

    Reply
  15. Sandy says

    May 14, 2016 at 11:50 AM

    Continuation for the above post, when i Answer the call, it says failed to connect

    Reply
  16. Sandy says

    May 14, 2016 at 11:46 AM

    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..!!!

    Reply
  17. Lin says

    October 24, 2015 at 6:54 AM

    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 …

    Reply
    • Lin says

      October 24, 2015 at 9:09 AM

      It’s ok I’ve sorted it now …

      Reply
  18. Keneth says

    June 29, 2015 at 1:57 PM

    Thanks a lot for the 8.8.8.8 hack.. now i can consider my iphone 6 an iphone..

    Reply
    • Eugene long says

      October 4, 2015 at 1:21 AM

      Tried all the suggestions and still have a blank page in my App Store

      Reply
  19. Brittany says

    April 22, 2015 at 10:39 PM

    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!!!

    Reply
  20. Gill says

    April 22, 2015 at 1:20 PM

    Have updated iPad, changed to 8888, rebooted. Still no FaceTime any ideas

    Reply
  21. Randy says

    March 27, 2015 at 1:21 PM

    Non of the above worked! Face time used to work, suddenly stopped and now none of the posted suggestions helped. Any additional thoughts?

    Reply
  22. Charvy says

    April 20, 2014 at 7:17 AM

    Will 8.8.8.8 work in the Philippines?

    Reply
  23. Phil says

    November 2, 2013 at 8:51 AM

    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 ???

    Reply
  24. bubba says

    July 27, 2013 at 9:22 PM

    Tried everything else and changed the DNS setting. Problem solved!

    Reply
  25. Joann Bowden says

    June 23, 2013 at 4:40 PM

    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.

    Reply
  26. Wim van Osch says

    March 31, 2013 at 8:14 AM

    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?

    Reply
  27. veko says

    January 17, 2013 at 9:14 AM

    Good

    Reply
  28. Steve Bilzi says

    January 15, 2013 at 11:06 AM

    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!

    Reply
  29. Kayla says

    January 5, 2013 at 10:47 PM

    It still isn’t working.

    Reply
  30. akanuke says

    November 13, 2012 at 10:46 AM

    It Worked!
    It really Worked… :)))
    Thanks

    Reply
  31. Susan says

    October 27, 2012 at 8:46 AM

    Thanx it worked!!!!

    Reply
  32. Anonymous says

    September 30, 2012 at 4:50 AM

    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

    Reply
  33. tommy says

    September 23, 2012 at 9:08 AM

    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

    Reply
  34. Helen says

    September 15, 2012 at 1:51 AM

    Thanks so much …..finally my FaceTime works again!!!

    Reply
  35. maddie says

    September 3, 2012 at 12:07 PM

    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

    Reply
  36. Thrilled says

    September 1, 2012 at 6:55 PM

    It worked for me be sure to do 8.8.8.8 do not add a 4th “.”

    Reply
  37. Kim Bowen says

    August 26, 2012 at 12:07 AM

    Thanks for the 8.8.8.8 thing it worked for me too!

    Reply
  38. jessica says

    August 22, 2012 at 4:43 PM

    didnt for me either because i jailbrocken my ipod toucah and now facetime wont work and i deleted all the jailbrocken sthing

    Reply
  39. Nams says

    August 18, 2012 at 6:57 PM

    didn’t work for me 🙁

    Reply
  40. tiffany says

    August 11, 2012 at 9:20 AM

    thanks!! this was a great find:)

    Reply
  41. Ankur says

    August 9, 2012 at 11:33 AM

    Thanks. The 8888. Worked for me too. Can you tell me why this happens?

    Reply
  42. donna says

    August 4, 2012 at 9:31 AM

    8.8.8.8 worked for me too. Thanks so much! What an easy fix!

    Reply
  43. Valencia says

    July 19, 2012 at 10:06 PM

    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!!!!

    Reply
  44. Jennifer says

    July 8, 2012 at 10:48 AM

    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!

    Reply
  45. Henry Masopust says

    June 11, 2012 at 8:17 AM

    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.

    Reply

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