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Sound issues using FaceTime on Mac!!

114515 Views 257 Replies Latest reply: Apr 15, 2014 5:52 AM by glynch6832 RSS
  • Remizart Level 1 Level 1 (0 points)
    Currently Being Moderated
    Feb 8, 2012 7:03 PM (in response to jennhawaii)

    2012 and this FACETIME issue had NOT been addressed by Apple? ***? I want my FT back and working! Paid all this money for my laptop and I still have to use Skype?

  • humphrey_g Level 1 Level 1 (0 points)
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    Feb 9, 2012 5:06 AM (in response to bittenapple123)

    Well done to bittenapple123 for contacting Tim Cook. I have no problem between my iPhone using Face Time with other iPhones, but when I try Face Time from my iMac (on Lion 10.7.3) and the same iPhones, the sound at my end will start to degrade after a few minutes and quickly become unusable.  When you re-originate the call, you get the same behaviour.  The only solution for me is to switch from iMac/iPhone to iPhone/iPhone. Please post the outcome of your executive call!

  • bittenapple123 Level 1 Level 1 (0 points)
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    Feb 9, 2012 10:07 AM (in response to jennhawaii)

    UPDATE

     

    Just got off the phone with the "OFFICE" and they asked if i had personally spoke to the technical department and naturally i said no because it evident from all the posts there has been no help. Therefore, she said there is nothing she can do as of yet until i spoke with them BUT she will be calling back on Friday and i will be talking to the Apple Care Tech team in a few minutes to see what they have to say.

     

    We have their attention guys

  • Keymusic88 Level 1 Level 1 (0 points)
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    Feb 9, 2012 10:14 AM (in response to bittenapple123)

    I have been in contact with upper tier tech support and the engineers. If you talk to anyone, pleas reference my case #266130739, my name s Jim. Thanks!

  • bittenapple123 Level 1 Level 1 (0 points)
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    Feb 9, 2012 10:24 AM (in response to jennhawaii)

    no problem Jim i'll try

  • jackmcdw Level 1 Level 1 (0 points)
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    Feb 10, 2012 8:21 AM (in response to jennhawaii)

    I got facetime a couple of days ago for my iMac 27" running Snow Leopard OS.  Made one call yesterday - perfect no sound probs.  Made two calls today (to 2 different people) and each time I had the same problem with not being heard after a few minutes into the call. Spoke to Apple support who emailed me "iOS: Trouble Shooting FaceTime".  She said phone back once I'd tried all possible solutions.  Having read all your posts it seems that this is a much bigger problem.  Bittenapple 123 seems to be making some headway with Apple so I'll keep my fingers crossed he/she gets an answer!

  • bittenapple123 Level 1 Level 1 (0 points)
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    Feb 10, 2012 11:27 AM (in response to jennhawaii)

    UPDATE!

     

    Just had my second conversation with THE Senior Tech Specialist and he is in direct contact with the engineers. Apprently they recieved news about the situation we are all facing and as of yesterday it is at High Priority. The Apple Team are honestly being EXTREMLY helpful and nice. I can't really eplain all the tech talk but putting it simply, they are implanting certain applications into my laptop to run while i am on facetime so they can see what is exactly happening to the system when the sound cuts off. I am doing everything that has to be done so we can all get a soloution, but more importantly Apple is doing their part.  And to Jackmcdw i am a female lol :-)

  • Keymusic88 Level 1 Level 1 (0 points)
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    Feb 10, 2012 11:37 AM (in response to bittenapple123)

    Yep, I've done the same thing with a senior tech who I've been in contact with since 12/12/11. I've sent the engineers data from my computer twice so far.  I guess we're the only 2 on here that have gotten to that level of service. Is your senior tech Chris Silverthorn by any chance? That's who I've been dealing with. He's in Canada and he's been very helpful and easy to communicate with, as I have his direct email and direct phone number.

  • KJTemplin Calculating status...
    Currently Being Moderated
    Feb 10, 2012 11:41 AM (in response to jennhawaii)

    bittenapple123:

     

    Excellent progress.  You have gone above and beyond for all our benefit.  I very much appreciate your efforts.  My wife talks to our grandson over FaceTime with her iMac running Snow Lepard and his iPad2. Audio cuts out after a few minutes.  It is very frustrating to both of them.

  • bittenapple123 Level 1 Level 1 (0 points)
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    Feb 10, 2012 11:52 AM (in response to jennhawaii)

    No my Sr. Tech's name is Armand in the U.S. One thing about Apple that can't be denied is their customer service and desire to help but more importantly explaining all of the techy language into one that I can actually understand.

     

    I completely understand KJ, I myself am in a long distance relationship and this is the best way to speak to one another and if it is getting cut off every 5 -20 mins, it becomes extremly frustrating. Hopefully soon enough your wife and grandson and communicate with no interuptions!!

  • RobJames.com Calculating status...
    Currently Being Moderated
    Feb 10, 2012 1:16 PM (in response to jennhawaii)

    I called Apple... just 2 minutes ago an they say to unplug your computer and run a full hardware diagnostic.

     

    They claim they have never had anyone else ever call in about the issue.

     

    Well I can tell you there is a definite issue with the FaceTime.app on any Apple computer. Very consistant intermitant drop of the voice only to one party. Could there be a buffer issue in the software logic???

     

    Not a firewall issue, not a setting with the ambient noice filter, does not matter the mic situation.

     

    All comes back to the APP. There is a bug or conflict with the FaceTime.App interfacing with the input signal on all Apple computers.

     

    Closing the App seems to consistently fix the issue until at a random interval the input voice with the person on the computer drops voice.

     

    PLEASE if your experiencing this issue take a moment to call Apple and let them know there is a real issue and if they could document the call in. MAYBE if enough of us call in they can take the appropriate steps to research and fix the issue.

  • bittenapple123 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Feb 10, 2012 2:13 PM (in response to jennhawaii)

    Update

     

    Just had my 3rd convo with the Sr. specialist (2nd convo of the day) and I was informed that all of the data I collected for them are now being analyzed with the engineers along with other cases they have recieved regarding to the same issue. The next time I will be contacted will be with either a need for me to send them more data or with a solution! They said that if they find something wrong with the encryption, then they will have to rewrite it and there will be an update.

     

    Now we wait. I do not know how long it will take, neither does the specialist because now it is up to the engineers. But keep in mind it is now a high priority case....so we shall see.

  • broadway al Level 1 Level 1 (0 points)
    Currently Being Moderated
    Feb 10, 2012 4:08 PM (in response to bittenapple123)

    I'm having a hard time grasping all these conversations from Apple's Senior Tech advisories that state they never heard of this issue until now. 

    How could they qualify that statement without knowing about this discussion biting them on their butt?

    What kind of a tech would pretend that this subject has not caught their attention when so many people have called Apple Tech Support?

  • gammapoint Level 1 Level 1 (0 points)
    Currently Being Moderated
    Feb 10, 2012 9:50 PM (in response to jennhawaii)

    Maybe the new macosx update will fix this. Will report back.

     

    Going to 10.7.3....

  • Keymusic88 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Feb 10, 2012 10:49 PM (in response to gammapoint)

    Maybe that will help Lion users but a lot of us having this problem are still on Snow Leopard.

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