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Q: Facetime: Need to Quit and Restart

I cannot run Facetime on 10.9.5. Each launch greets me immediately with "There was a problem with Facetime. You need to quit and open Facetime again." I have not clicked it twice in a row. I have restarted and I have looking for the .plist files (com.apple.imagent.plist and com.apple.apsd-ft.plist), but cannot find them anywhere.

MacBook Pro (Retina, 15-inch, Early 2013), OS X Mavericks (10.9.5)

Posted on Oct 23, 2014 7:26 AM

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Q: Facetime: Need to Quit and Restart

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  • by Linc Davis,

    Linc Davis Linc Davis Oct 23, 2014 8:20 PM in response to Mikulify
    Level 10 (207,973 points)
    Applications
    Oct 23, 2014 8:20 PM in response to Mikulify

    Launch the Console application in any of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad. Click Utilities, then Console in the icon grid.

    The title of the Console window should be All Messages. If it isn't, select

              SYSTEM LOG QUERIES ▹ All Messages

    from the log list on the left. If you don't see that list, select

              View ▹ Show Log List

    from the menu bar at the top of the screen. Click the Clear Display icon in the toolbar. Then take one of the actions that you're having trouble with. Select any messages that appear in the Console window. Copy them to the Clipboard by pressing the key combination command-C. Paste into a reply to this message by pressing command-V.

    The log contains a vast amount of information, almost all of which is irrelevant to solving any particular problem. When posting a log extract, be selective. A few dozen lines are almost always more than enough.

    Please don't indiscriminately dump thousands of lines from the log into this discussion.

    Please don't post screenshots of log messages—post the text.

    Some private information, such as your name, may appear in the log. Anonymize before posting.

  • by Mikulify,

    Mikulify Mikulify Oct 23, 2014 8:58 PM in response to Linc Davis
    Level 1 (0 points)
    Oct 23, 2014 8:58 PM in response to Linc Davis

    10/23/14 11:54:52.956 PM FaceTime[824]: [Warning] Bad response from daemon for setup info

    10/23/14 11:54:52.990 PM soagent[825]: [Warning] Bad response from daemon for setup info

    10/23/14 11:54:53.034 PM soagent[825]: No active accounts, but FaceTime or Messages is running. Will check again in 30 seconds

    10/23/14 11:54:53.103 PM FaceTime[824]: [Warning] Daemon connection failed, no services.

    10/23/14 11:55:24.100 PM soagent[825]: No active accounts, killing soagent in 10 seconds

    10/23/14 11:55:34.101 PM soagent[825]: Killing soagent.

  • by Linc Davis,

    Linc Davis Linc Davis Oct 23, 2014 9:50 PM in response to Mikulify
    Level 10 (207,973 points)
    Applications
    Oct 23, 2014 9:50 PM in response to Mikulify

    Please read this whole message before doing anything.

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

    Step 1

    The purpose of this step is to determine whether the problem is localized to your user account.

    Enable guest logins* and log in as Guest. Don't use the Safari-only “Guest User” login created by “Find My Mac.”

    While logged in as Guest, you won’t have access to any of your documents or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this behavior; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.

    Test while logged in as Guest. Same problem?

    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.

    *Note: If you’ve activated “Find My Mac” or FileVault, then you can’t enable the Guest account. The “Guest User” login created by “Find My Mac” is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.

    Step 2

    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login, by a peripheral device, by a font conflict, or by corruption of the file system or of certain system caches.

    Please take this step regardless of the results of Step 1.

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards, if applicable. Start up in safe mode and log in to the account with the problem. You must hold down the shift key twice: once when you turn on the computer, and again when you log in.

    Note: If FileVault is enabled in OS X 10.9 or earlier, or if a firmware password is set, or if the startup volume is a software RAID, you can’t do this. Ask for further instructions.

    Safe mode is much slower to start up and run than normal, with limited graphics performance, and some things won’t work at all, including sound output and Wi-Fi on certain models. The next normal startup may also be somewhat slow.

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

    Test while in safe mode. Same problem?

    After testing, restart as usual (not in safe mode) and verify that you still have the problem. Post the results of Steps 1 and 2.

  • by Mikulify,

    Mikulify Mikulify Oct 23, 2014 10:00 PM in response to Linc Davis
    Level 1 (0 points)
    Oct 23, 2014 10:00 PM in response to Linc Davis

    1) FaceTime launches on Guest account

    2) Facetime DOES NOT launch in Safe Mode under normal account

     

    My normal account has no logon items.

  • by Linc Davis,

    Linc Davis Linc Davis Oct 23, 2014 11:02 PM in response to Mikulify
    Level 10 (207,973 points)
    Applications
    Oct 23, 2014 11:02 PM in response to Mikulify

    Back up all data.

    Quit FaceTime if it’s running. Force quit if necessary. After each of the following steps, log out or restart the computer, then test FaceTime. If the problem isn't resolved, quit again and go on to the next step.

    Step 1

    Make sure you know the ID and password you use with FaceTime. Launch the Keychain Access application in any of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad. Click Utilities, then Keychain Access in the icon grid.

    Use the search box in the toolbar of the Keychain Access window to find and delete all items with "facetime" or "com.apple.idms" in the name.

    Step 2

    Hold down the option key and select

              Go Library

    from the Finder menu bar. Move the following items from the Library folder to the Trash (some may not exist):

              Containers/com.apple.FaceTime

              Containers/com.apple.soagent

              IdentityServices

    Leave the Library folder open.

    Step 3

    In the Preferences subfolder, there may be several files having names that begin with one of the following strings:

              com.apple.facetime.bag.plist

              com.apple.FaceTime.plist

              com.apple.ids

              com.apple.imagent

              com.apple.imservice.FaceTime

              com.apple.imservice.ids.FaceTime

    Move them all to the Trash.

    Also in the Preferences folder, there is a subfolder named "ByHost". Open it and do the same thing.

  • by Mikulify,

    Mikulify Mikulify Oct 24, 2014 9:42 AM in response to Linc Davis
    Level 1 (0 points)
    Oct 24, 2014 9:42 AM in response to Linc Davis

    Thank you for the guidance. Unfortunately, there's no change even after rebooting between tries. I did not find all of the preferences in the ByHost folder.

  • by Linc Davis,

    Linc Davis Linc Davis Oct 24, 2014 5:42 PM in response to Mikulify
    Level 10 (207,973 points)
    Applications
    Oct 24, 2014 5:42 PM in response to Mikulify

    Problems such as yours are sometimes caused by files that should belong to you but are locked or have wrong permissions. This procedure will check for such files. It makes no changes and therefore is not, in itself, a solution.

    First, empty the Trash, if possible.

    Triple-click anywhere in the line below on this page to select it, then copy the selected text to the Clipboard by pressing the key combination command-C:

    find ~ $TMPDIR.. \( -flags +sappnd,schg,uappnd,uchg -o ! -user $UID -o ! -perm -600 \) 2>&- | wc -l | pbcopy

    Launch the built-in Terminal application in any of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad. Click Utilities, then Terminal in the icon grid.

    Paste into the Terminal window by pressing command-V. The command may take a noticeable amount of time to run.

    Wait for a new line ending in a dollar sign ($) to appear.

    The output of the command will be a number. It's automatically copied to the Clipboard. Please paste it into a reply.

    The Terminal window doesn't show the output. Please don't copy anything from there.

  • by Mikulify,

    Mikulify Mikulify Oct 24, 2014 5:44 PM in response to Linc Davis
    Level 1 (0 points)
    Oct 24, 2014 5:44 PM in response to Linc Davis

         244... that's a big number.

  • by Linc Davis,Helpful

    Linc Davis Linc Davis Oct 24, 2014 6:14 PM in response to Mikulify
    Level 10 (207,973 points)
    Applications
    Oct 24, 2014 6:14 PM in response to Mikulify

    Some of your user files (not system files) have incorrect permissions or are locked. This procedure will unlock those files and reset their ownership, permissions, and access controls to the default. If you've intentionally set special values for those attributes, they will be reverted. In that case, either stop here, or be prepared to recreate the settings if necessary. Do so only after verifying that those settings didn't cause the problem. If none of this is meaningful to you, you don't need to worry about it, but you do need to follow the instructions below.

    Back up all data before proceeding.

    Step 1

    If you have more than one user, and the one in question is not an administrator, then go to Step 2.

    Enter the following command in the Terminal window in the same way as before (triple-click, copy, and paste):

    sudo find ~ $TMPDIR.. -exec chflags -h nouchg,nouappnd,noschg,nosappnd {} + -exec chown -h $UID {} + -exec chmod +rw {} + -exec chmod -h -N {} + -type d -exec chmod -h +x {} + 2>&-

    You'll be prompted for your login password, which won't be displayed when you type it. Type carefully and then press return. You may get a one-time warning to be careful. If you don’t have a login password, you’ll need to set one before you can run the command. If you see a message that your username "is not in the sudoers file," then you're not logged in as an administrator.

    The command may take several minutes to run, depending on how many files you have. Wait for a new line ending in a dollar sign ($) to appear, then quit Terminal.

    Step 2 (optional)

    Take this step only if you have trouble with Step 1, if you prefer not to take it, or if it doesn't solve the problem.

    Start up in Recovery mode. When the OS X Utilities screen appears, select

              Utilities Terminal

    from the menu bar. A Terminal window will open. In that window, type this:

    res

    Press the tab key. The partial command you typed will automatically be completed to this:

    resetpassword

    Press return. A Reset Password window will open. You’re not going to reset a password.

    Select your startup volume ("Macintosh HD," unless you gave it a different name) if not already selected.

    Select your username from the menu labeled Select the user account if not already selected.

    Under Reset Home Directory Permissions and ACLs, click the Reset button

    Select

               Restart

    from the menu bar.

  • by Mikulify,

    Mikulify Mikulify Oct 24, 2014 6:27 PM in response to Linc Davis
    Level 1 (0 points)
    Oct 24, 2014 6:27 PM in response to Linc Davis

    This seems to have repaired the permissions. Running the find command now returns 0. Facetime is unimpressed by our efforts and continues to report the same error.

  • by Linc Davis,

    Linc Davis Linc Davis Oct 24, 2014 7:22 PM in response to Mikulify
    Level 10 (207,973 points)
    Applications
    Oct 24, 2014 7:22 PM in response to Mikulify

    From the menu bar, select

               ▹ About This Mac

    Below the "OS X" legend in the window that opens, the OS version appears. Click the version line twice to display the serial number. If the number is missing or invalid according to this web form, take the machine to an Apple Store or other authorized service center to have the problem corrected.

  • by Mikulify,

    Mikulify Mikulify Oct 24, 2014 7:36 PM in response to Linc Davis
    Level 1 (0 points)
    Oct 24, 2014 7:36 PM in response to Linc Davis

    Serial #C0*****FT1

     

    <Personal Information Edited by Host>

  • by Linc Davis,

    Linc Davis Linc Davis Oct 24, 2014 7:36 PM in response to Mikulify
    Level 10 (207,973 points)
    Applications
    Oct 24, 2014 7:36 PM in response to Mikulify

    If it's not too late, edit your post to remove the serial number. That's private information. I wasn't asking you to post it, but to check its validity.

  • by Mikulify,

    Mikulify Mikulify Oct 24, 2014 7:37 PM in response to Linc Davis
    Level 1 (0 points)
    Oct 24, 2014 7:37 PM in response to Linc Davis

    Thanks. The serial number is valid.

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