This article describes basic troubleshooting tips for fixing FaceTime for Mac if it is not working properly. Via FaceTime, you place video calls or receive calls from other iOS (iPad, iPhone, iPod), macOS, or OSX (Mac) users via WiFI or cellular networks.
Does FaceTime get stuck at connecting? Can‘t call a legacy iOS device using Facetime?
Folks updating to iOS 13.4 or macOS Catalina 10.15.4 discovered that their devices could no longer connect to older iOS devices running iOS 9.3.6 and earlier or Mac’s running OS X El Capitan or earlier. Some of our readers tell us this issue is also present when trying to call folks using iOS 10 versions as well. And others found this problem when using a Mac with macOS Catalina 10.15.4 to older iOS versions and OS X versions.
With this issue, Facetime gets stuckat ‘connecting‘ for both inbound and outbound calls.
To fix these issues, update to iOS and iPadOS 13.4.1 or above. For Macs running macOS Catalina, update your macOS to the latest macOS version (Apple released a supplemental update for macOS Catalina 10.15.4.)
Apple says the issue is now fixed in these versions and higher.
FaceTime Not Available Worldwide
If you are living in certain countries (such as the United Arab Emirates and Saudi Arabia), FaceTime may not be available to you due to local laws and regulations.
And if you buy a device there but move to a different country, you may not be able to download FaceTime.
The tips we describe here will help you address the most common problems, such as:
FaceTime for Mac activation problems
No sound issues
No camera problems
Not receiving calls
Poor connections
Problems logging in to FaceTime
Before we start, please note that FaceTime is available for the following devices:
Macs running Mac OS X Snow Leopard v10.6.6 or later,
iPod touch (4th generation) or later,
iPhone 4 or later
iPad 2 or later (including iPad mini).
FaceTime is not available for other devices. For instance, if you own an iPad 1st generation there will be no FaceTime app.
Check Your Apple ID
Take a look and see if you’re signed in with the same Apple ID as your other Apple devices
Go to FaceTime > Preferences to verify
If your Apple ID doesn’t match your other devices, tap Sign Out
Sign back in using the same Apple ID as on your iPhone or iPad
Is Apple FaceTime Down?
It’s always good practice to check Apple’s System Status for issues and errors before troubleshooting. If a problem is on the FaceTime Server side, all you can do is wait for Apple to repair it.
How Do I Troubleshoot and Fix FaceTime for Mac?
Reset FaceTime by turning it off and on. Go to FaceTime > Preferences
Untick Enable this account
Close FaceTime
Reopen FaceTime and tick back that same box
If it’s still not working, go back to Preferences. Choose Settings and sign out of your Apple ID. Wait a few moments and then sign back in with your Apple ID
Check your Date & Time
Choose Apple menu > System Preferences > click Date & Time
Select “Set date and time automatically”
Click Time Zone and make sure that the settings are correct
Go to FaceTime > Preferences and if you see that it says “verifying…”, you need to verify your email to be able to use FaceTime. Apple sends verification emails when you sign up. Check your email to verify
If it’s stuck on verifying or if you see the message “Error Occurred During Activation,” this detailed article check out on how to fix this issue for Macs
If none of the above solutions fix your problem, change your Mac’s DNS settings to Google’s open DNS.
Click System Preferences > Network > Select Network (Wi-Fi) > Advanced > the DNS tab > click the + button to add Google DNS, enter 8.8.8.8 and 8.8.4.4
Click OK then Apply
Using a Firewall With Your Mac?
Check that you enable the following ports for FaceTime when using a firewall
Firewall Ports FaceTime
80 (TCP)
443 (TCP)
3478 through 3497 (UDP)
5223 (TCP)
16384 through 16387 (UDP)
16393 through 16402 (UDP)
Why does my FaceTime not connect on my Mac? Or show Poor Connection errors?
Double-check if you have a firewall or not. If so, make sure the ports listed above are enabled
Connect via Ethernet instead of WiFi, if available
Restart or reset your router
Restart your Mac
Check Apple’s System Status and see if there is a reported issue with FaceTime
Update your software
Open FaceTime > Preferences. And turn FaceTime off by unticking the box to enable this account. Wait 30 seconds or so and turn FaceTime back on by ticking that box again
If it’s still not working, go back to Preferences. Choose Settings and sign out of your Apple ID. Wait a few moments and then sign back in with your Apple ID.
Is the Camera or microphone not working in FaceTime?
Quit or force quit FaceTme, then open FaceTime again
Restart your Mac via Apple menu > Restart
Check and see if your camera works in another application.
If it doesn’t, there’s a larger problem with your camera–contact Apple Support for assistance
If you have multiple cameras or microphones, check the Video menu in the FaceTime menu bar to make sure that you have the correct camera and microphone selected
Go to Applications > Utilities > Terminal and type the following : sudo killall VDCAssistant hit enter, type your admin password, and hit enter again. Close Terminal and Restart. This fixes problems with FaceTime and your built-in camera
Open Applications > Utilities > Activity Monitor
Enter VDC in the search box
Find and select VDC Assistant process
Tap the X in the upper right corner of the window to Quit the VDC Assistant
Try Safe Mode
Restart your MacBook in Safe Mode by holding down the Shift Key when you restart.
Release the Shift key when you see the login window
Safe Mode runs through a series of diagnostics checks. Once it finishes all these checks, restart normally and see if the problem is fixed
Group FaceTime Not Working on Mac?
With macOS Mojave, Mac users get an upgraded FaceTime feature–the ability to make group audio or video calls with up to 32 total participants!
It’s a feature folks have waited a long time for and with macOS Mojave+ and iOS 12.1+ and watchOS 5.1+, it’s finally here!
Making a Group FaceTime Call From a Mac
Open FaceTime
Tap on the “+” button in the upper right
In the “To” field, type a name, email address, or phone number and tap to add it
Continue to type the names, emails, or phone numbers of everyone you want on the call
Only folks with iOS devices using iOS 12.1+, Macs using macOS Mojave+, or Apple Watches with watchOS 5.1+ (for audio-only calls) can participate on group FaceTime Calls
When ready, tap on the camera icon to make a video call or the telephone icon to make an audio call
Group Calling Not Working with FaceTime?
Verify that everyone’s using iOS 12.1+. macOS Mojave+, or watchOS 5.1+ for audio-only
FaceTime does not work with Android phones or other computer operating systems
You cannot share an Apple ID with a caller–even if that caller has a different email or phone number
Try using a different WiFi network or better yet, an Ethernet connection
Sign out of your Apple ID on FaceTime, restart your Mac, and sign back into FaceTime
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 use 3 macOSes: Lion, Mavericks and Mojave. Their official iCloud system requirements state that the minimal supported macOS is Mavericks both for Audio and Video FT calls, however when I call a user on iOS 13 the connection fails most of the time, that is, I see the calling pop-up ringing, but my outgoing call doesn’t reach that user. The user can call me still, but I can’t. This is a classic Apple’s way of planned obsolescence in defiance of their own official requirements, especially after the release of the new operating system happening every 3 years in the fall: make the devices from the older compatibility tier incompatible with the ones from the newer. Meanwhile, Viber and Telegram work always, at any time of the day and night, rain or shine.
My Face Time or Messages is not working. When trying to login to my Face Time it says “An error occurred during activation. Try again.” I changed the Google’s DNS and everything and it still continues not to work. Please help!
My facetime works but the only problem is that i could hear the other person but they cant hear me. I tired everything but i dont know what is going on with the audio. Need help!!!!!!!!
Dave, Is it more specifically the Camera? I remember when we updated from Yosemite to El Capitan we had encountered the issue. Try going to Applications > Utilities > Terminal and type the following sudo killall VDCAssistant hit enter, type your password and hit enter again and then restart your mac. Good Luck! Have not downloaded the latest El Capitan patch yet so may not know if your issue is related to something totally different.
Yes, garbage software. Worked for me for a while but now never connects – my guess is it’s Apple’s way of forcing users to update to their latest – by slowly killing off older apps on older OS’s.
Total bs.
My Face Time or Messages is not working. When trying to login to my Face Time it says “An error occurred during activation. Try again.” I changed the Google’s DNS and everything and it still continues not to work. Please help!
Yep, someone at apple REALLY FUKED up facetime for mac.
i’ve tested every which way possible, and from different countries.
somehow FACEBOOK have figured it out and the call quality is excellent MOST of the time.
i’m really annoyed at apple for this problem.
BRING BACK STEVE JOBS !
My FaceTime works perfectly on my iPhone, but on my computer it isn’t. I have no problem logging in, my problem is that when I try to call somebody or when somebody calls me and I press accept it will say its connecting for like two seconds then the call just ends. Nothing comes up telling me whats wrong, so I have no clue why this is happening or how to fix it.
FaceTime was working until recently. Now it won’t connect. Tried all suggestions including switching to Google DNS. I did upgrade Java recently as well as Yosemite. Wonder if either of those upgrades are causing the problem.
Having a hard time gettin my FaceTime to work on my Mac desktop. Network connection is fine. Tried turning off and on the FaceTime and the computer. Tried updating and turning off and on computer. It still says its connecting but never connects.
Tried everything & still not working. Even just updated my computer to the newest updates thinking it wa out of date. Trying to sign in an constantly says check connection network and so on. FaceTime works perfectly on my phone but on the computer it does not work anymore. Will not let me sign in at all
Hey, please message email me back. I juss bought a used apple Macbook 2006 i believe it works great but I can’t figure out how to get the camera to work on facetime or any other apps.. I think it’s turned off. But something said it isn’t a turn on turn off button. I just really need some help.
I try to call using facetime from my mac to my mom or friend’s iphone and it never works. I changed to google’s DNS and everything and the same thing happens. It always says “Connecting” and then never connects.
William says
I use 3 macOSes: Lion, Mavericks and Mojave. Their official iCloud system requirements state that the minimal supported macOS is Mavericks both for Audio and Video FT calls, however when I call a user on iOS 13 the connection fails most of the time, that is, I see the calling pop-up ringing, but my outgoing call doesn’t reach that user. The user can call me still, but I can’t. This is a classic Apple’s way of planned obsolescence in defiance of their own official requirements, especially after the release of the new operating system happening every 3 years in the fall: make the devices from the older compatibility tier incompatible with the ones from the newer. Meanwhile, Viber and Telegram work always, at any time of the day and night, rain or shine.
Mary says
I just updated to a new iMac (Catalina 10.5.5) and my FaceTime won’t make an audio or video call.
zeroID says
I would like to turn OFF the FaceTime, but the “Turn off FaceTime” is greyed out on Mac (Catalina)
Deepa Tanna says
facebook 1.1.1 not opening on my mAcbook, d preferences in d Facetime tab dsnt appear in bold so as to click on it, please help
Virenkumar says
Have you found any solutions ? I am also having same problem in my macbook.
Kindly guide if you have any got any soultion.
Thanks
Marion Johnson says
I get the ‘error during authentication’ message on one of my Macs.
A Second Mac and my IPAD work just fine for FaceTime.
If I open the app and click FaceTime the Preferences choice is grayed out.
The system software is current.
What else can I try? I am on a wireless network.
Thanks
Elizabeth Jones says
Hi Marion,
Check out the tips in this article for the Mac that gives you this error message.
Mani Suraj Kondepudi says
My Face Time or Messages is not working. When trying to login to my Face Time it says “An error occurred during activation. Try again.” I changed the Google’s DNS and everything and it still continues not to work. Please help!
garry says
I have the same issue with my Mac pro , it works ok on my iPad whats the secret.
Pierre says
Thanks! it did speed up my camera. but still a bit laggy though. The DNS did speed up the camera
Babita Ja says
My facetime works but the only problem is that i could hear the other person but they cant hear me. I tired everything but i dont know what is going on with the audio. Need help!!!!!!!!
David Miller says
Face time not working after new update!! 22/03/2016
SK says
Dave, Is it more specifically the Camera? I remember when we updated from Yosemite to El Capitan we had encountered the issue. Try going to Applications > Utilities > Terminal and type the following sudo killall VDCAssistant hit enter, type your password and hit enter again and then restart your mac. Good Luck! Have not downloaded the latest El Capitan patch yet so may not know if your issue is related to something totally different.
Jason says
Yes, garbage software. Worked for me for a while but now never connects – my guess is it’s Apple’s way of forcing users to update to their latest – by slowly killing off older apps on older OS’s.
Total bs.
Maria says
My Face Time or Messages is not working. When trying to login to my Face Time it says “An error occurred during activation. Try again.” I changed the Google’s DNS and everything and it still continues not to work. Please help!
Baciu Viorel_ says
Thanks! I fix my problems with FaceTime!
Dre says
Been trying to contact my son using this apple product…..still sucks….Skype never fails.
JAMES says
Yep, someone at apple REALLY FUKED up facetime for mac.
i’ve tested every which way possible, and from different countries.
somehow FACEBOOK have figured it out and the call quality is excellent MOST of the time.
i’m really annoyed at apple for this problem.
BRING BACK STEVE JOBS !
Caroline says
My FaceTime works perfectly on my iPhone, but on my computer it isn’t. I have no problem logging in, my problem is that when I try to call somebody or when somebody calls me and I press accept it will say its connecting for like two seconds then the call just ends. Nothing comes up telling me whats wrong, so I have no clue why this is happening or how to fix it.
Jasmine Anderson says
The sound is not working on face time on my macbook pro, Ive checked mute and F12 is full volume?
Can you advise please.
James says
FaceTime was working until recently. Now it won’t connect. Tried all suggestions including switching to Google DNS. I did upgrade Java recently as well as Yosemite. Wonder if either of those upgrades are causing the problem.
Melanie says
Having a hard time gettin my FaceTime to work on my Mac desktop. Network connection is fine. Tried turning off and on the FaceTime and the computer. Tried updating and turning off and on computer. It still says its connecting but never connects.
tamara mcswain says
I can’t receive calls from the accept calls button nor can i make calls going out.Please help!
sheelakunta says
facetime not working cheq your network it says
Kadejah says
Tried everything & still not working. Even just updated my computer to the newest updates thinking it wa out of date. Trying to sign in an constantly says check connection network and so on. FaceTime works perfectly on my phone but on the computer it does not work anymore. Will not let me sign in at all
Kayla Watson says
Hey, please message email me back. I juss bought a used apple Macbook 2006 i believe it works great but I can’t figure out how to get the camera to work on facetime or any other apps.. I think it’s turned off. But something said it isn’t a turn on turn off button. I just really need some help.
AuBrey says
I try to call using facetime from my mac to my mom or friend’s iphone and it never works. I changed to google’s DNS and everything and the same thing happens. It always says “Connecting” and then never connects.
mrdrmrd says
me too.help us
Jacqueline says
me too i don’t understand