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All replies
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Helpful answers
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May 24, 2016 8:21 AM in response to sergiohortaby leroydouglas,Did you try signing out of Messages and then signing back in.
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May 24, 2016 8:36 AM in response to leroydouglasby sergiohorta,Hi,
As i've told, already logged in and out and nothing happen...
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by Ralph Johns (UK),May 24, 2016 12:49 PM in response to sergiohorta
Ralph Johns (UK)
May 24, 2016 12:49 PM
in response to sergiohorta
Level 9 (73,166 points)
ApplicationsHi,
Try an NVRAM reset How to Reset NVRAM on your Mac - Apple Support
Try a Safe Boot
If these two don't work (try Messages inbetween) the check the Serial Number is present.
If it is not then visit an Apple Store to get that sorted.
If it is present then contact Apple Support.
This can be a long and troublesome experience.
You will have an Apple ID issue (Free to Fix)
It is due to the fact the Mac's Login to the iMessages server is device specific due to the use of the Serial Number.
You need to get them to reset your ID for use by you Mac on the iMessages servers.
this probably means getting past the level responders who work to a script.
The Level 2s are like to end trying to suggest an Update, Upgrade or Reinstall (these will not work)
Insist they reset the server.
They are likely to involve the Engineers as they are looking for the reason this gets triggered.
Whilst some data gathering towards this end is fine you need iMessages working so insist they reset.
They are likely to tell you it will take 24 hours.
We have not found a fast way to get through this.
It is based on what people who post back have told us.
8:49 pm Tuesday; May 24, 2016
iMac 2.5Ghz i5 2011 (El Capitan)
G4/1GhzDual MDD (Leopard 10.5.8)
MacBookPro 2Gb (Snow Leopard 10.6.8)
Mac OS X (10.6.8),
iPhone and an iPad (2) -
May 24, 2016 3:48 PM in response to Ralph Johns (UK)by rusky_26,Same problem, no luck with resets. iMessage and FaceTime both unable to login on the my Mac after 10.11.5 update. Can login to iCloud and iOS devices are fine. Update has broken something.
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May 25, 2016 9:52 AM in response to rusky_26by kellehm,Same problem here. I'm in contact with Tier 3 support. I'll post updates once I hear back!
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May 25, 2016 1:46 PM in response to kellehmby vanJorny,Same problem
I am on 10.11.5.
"Engineer level support" - nothing heard of them for 2 weeks time.
Tried a lot of stuff.
New Dummy User on my MBP 2015 could log me in, but not my own account can.
Overtime I shut down I need to type in password for iCloud in prefs.
Had a new LogicBoard installed 4 weeks ago, but they told me that it has nothing to do with it...
I just need to get iMessage running again, so I can continue spamming my contacts.
Thanks!!
P.S. Problem has already been there on 10.11.4
...back to Windows?
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May 25, 2016 2:11 PM in response to kellehmby rusky_26,Spent 3 hours with support yesterday trying everything and still no luck. Logged into iCloud ok on same MacPro but iMessage and FaceTime refuse to sign-in. MacBookPro using same Apple ID works fine on same 10.11.5 update. They have escalated again and will continue with them today. Will post back any update.
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May 25, 2016 5:11 PM in response to vanJornyby kellehm,This is actually the second time I've had this problem. I had to have my logic board replaced around a month and a half ago. The issue was escalated to a senior support specialist, and she then turned the problem over to engineering. For some reason, the new serial number of my logic board did not match what was in the Apple system, and therefore Apple wasn't actually recognizing my computer as a valid device and therefore wouldn't connect to iMessages. I can't remember the exact details, but my support representative got engineering on it and they fixed the serial number problem. After that, iMessages worked like a dream on my Macbook Pro until the software update a few days ago. Do you have a contact number/email address for the engineer or senior support specialist assigned to your case? If so, ask them to reconcile the actual serial number of your logic board with what Apple has registered in the system. It's supposed to update automatically after a repair, but mine didn't and that was the cause the first time.
Thankfully, I kept the email address and phone number of the senior advisor I was in correspondence with, so this time I don't have to start at the beginning and go through hours and hours of trouble shooting again.. She's already called me back and is looking into things on the engineering/system side. I have a phone appointment with her on Sunday, where we'll do a screen share. I'm guessing this is an engineering issue (again), and that I won't be able to fix it on my side, but we have to go through the motions. I'll keep you updated!
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May 26, 2016 4:20 AM in response to sergiohortaby sergiohorta,Suddenly, and after doing... nothing... it's working normally!
Anyone who had problems with the same solution?!
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by Ralph Johns (UK),May 26, 2016 12:05 PM in response to sergiohorta
Ralph Johns (UK)
May 26, 2016 12:05 PM
in response to sergiohorta
Level 9 (73,166 points)
ApplicationsHi,
if you have contacted Apple Support and jumped though the hoops and ended up being told it would take at least 24 hours it can seem like it suddenly works without anyone doing anything. (I have seen posts where people were told the Apple Support person they were last speaking to would phone them back but they never did - even when it started working)
8:05 pm Thursday; May 26, 2016
iMac 2.5Ghz i5 2011 (El Capitan)
G4/1GhzDual MDD (Leopard 10.5.8)
MacBookPro 2Gb (Snow Leopard 10.6.8)
Mac OS X (10.6.8),
iPhone and an iPad (2) -
May 26, 2016 12:17 PM in response to vanJornyby Ralph Johns (UK),Hi,
So the iMessages account will not work in your normal Mac User Account but it will on another Mac User Account.
Lets try resetting it.
Open Messages and in the Preferences > Accounts use the Sign out button.
Shut the App down (Quit)
In a Finder window use the Go Menu whilst Holding down the Alt Key
Select the Library that appears in the list.
Navigate to Preferences.
Find the com.apple.ids.service.com.apple.madrid.plist and drag it to the Trash (delete it)
Also do the same with com.apple.imessage.bag.plist
The first holds all your Apple ID info and any Alternatives listed in the iMessages Account pane (iPhone Number and other emails)
The second is the server you are connected to.
Next go to the Applications/Utilities folder and open Keychain Access
Have "Login" selected top left and "Passwords" lower left
On the right hand pane find IDS: xxxxxxxxxxx@xxxxxx.net-AuthToken where the xxx parts are your Apple ID email. (obviously your email may not end .net)
This is the part that uses the Serial Number of the Mac to create and device specific Login.
Restart the mac.
Restart Messages.
Set up the Apple ID again.
You should then get the pop ups to say that other devices are using the same Apple ID and in the case of the iPhone the Number as well that then gets added to the list. If you Accept the pop up then they are active. If you deny the pop up they are added but not active.
The .plists and the Auth Token should be recreated.
8:17 pm Thursday; May 26, 2016
iMac 2.5Ghz i5 2011 (El Capitan)
G4/1GhzDual MDD (Leopard 10.5.8)
MacBookPro 2Gb (Snow Leopard 10.6.8)
Mac OS X (10.6.8),
iPhone and an iPad (2) -
May 26, 2016 1:48 PM in response to Ralph Johns (UK)by vanJorny,Thanks for your quick response Ralph.
I tried it, step by step, as you advised to do it.
I guess the -Auth Token should also be deleted? I just did it, and shut down my MBP and tried to log in to iMessage, with about 1 min success.
Then I got kicked out again.
Also I didn't get the pop ups about the use of other devices you mentioned.
I did not mention that I have the same problem with FaceTime. Since it isn't working anymore, my last 3 unsanswered calls are marked with the red bubble on the app symbol.
I just deleted the "com.apple.facetime.bag.plist" as well to check it, without success.
You wrote:
Open Messages and in the Preferences > Accounts use the Sign out button.
My account is inactive, so i cannot sign out.
To sum it up:
iMessage and Facetime broken "Could not sign in to iMessage." , iCloud services work.
I did also install a backup which was saved before the logic board exchange.
No success.
Are there any more possibilities to delete config/token files?
THANKS from Vienna!!
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May 26, 2016 2:02 PM in response to vanJornyby Ralph Johns (UK),Hi,
in System Preferences > iCloud there is not option for FaceTime, iMessages (or Messages) iTunes, The App Store, Game Center and several other separate servers.
Return to the ~/Library/Preferences folder (where the madrid item was) and delete the com.apple imagent.plist file
This is used for both FaceTime and Messages accounts to login.
This means you may be able to login to some servers and not others depending where the issue is.
If the Apple ID works for iMessages on your Mac then the issue is not that it is blocked at the server.
It is something to do with the Mac User Account..
I did mean for you to delete the Keychain item (even though I forgot to say)
Tracking down specifically which item on Your Mac User account is causing the problem can be tricky
10:02 pm Thursday; May 26, 2016
iMac 2.5Ghz i5 2011 (El Capitan)
G4/1GhzDual MDD (Leopard 10.5.8)
MacBookPro 2Gb (Snow Leopard 10.6.8)
Mac OS X (10.6.8),
iPhone and an iPad (2) -
May 26, 2016 2:24 PM in response to Ralph Johns (UK)by vanJorny,Hi!
What do you mean by this:
Hi,
in System Preferences > iCloud there is not option for FaceTime, iMessages (or Messages) iTunes, The App Store, Game Center and several other separate servers.
In iCloud I do not see anything like this / any option?
I did delete just the com.apple imagent plist file, the token, restarted, no success...
P.S. on my iPhone iMessage and FaceTime both work



