timlake2

Q: Messages and FaceTime won't open on new 13" MBP

Just bought a new 13" MBP, and Messages just stopped working.  It was set up correctly and working, and now when I try to open it, I get no windows.  I can see all the menus across the top, but all the options are greyed out, including Preferences.  I also noticed that FaceTime won't start up... icon just bounces and bounces until I Force Quit.  I tried a whole list of things I could find in other posts, including restarting, resetting different things by holding down keys on startup, etc.  When I signed on as a guest, both worked correctly, so apparently there's some sort of corrupted preference file or something in my main user account.  Help!

MacBook Pro with Retina display, OS X El Capitan (10.11.3)

Posted on Feb 2, 2016 10:32 AM

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Q: Messages and FaceTime won't open on new 13" MBP

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  • by Kappy,

    Kappy Kappy Feb 2, 2016 10:41 AM in response to timlake2
    Level 10 (271,677 points)
    Desktops
    Feb 2, 2016 10:41 AM in response to timlake2

    Take it back to the vendor since it is in warranty. If you are within 14 days from date of purchase they can replace it for you, not questions asked.

     

    If you get an error when trying to activate iMessage or FaceTime

  • by Ralph Johns (UK),

    Ralph Johns (UK) Ralph Johns (UK) Feb 2, 2016 1:57 PM in response to timlake2
    Level 9 (73,336 points)
    Applications
    Feb 2, 2016 1:57 PM in response to timlake2

    Hi,

     

    Check in the Font Book App that AppleGothic is active.

    It is quote low down the list (near the bottom).

     

    The Font is in Hard Drive name/Library/Fonts despite the fact it is needed. (most are called System Fonts in hard Drive name/System/Library/Fonts).

     

    Some third party Font Managers can be an issue around this.

     

    3Sigcopy2.png

    9:57 pm      Tuesday; February 2, 2016

     

      iMac 2.5Ghz i5 2011 (Mavericks 10.9)
     G4/1GhzDual MDD (Leopard 10.5.8)
     MacBookPro 2Gb (Snow Leopard 10.6.8)
     Mac OS X (10.6.8),
     Couple of iPhones and an iPad
  • by timlake2,

    timlake2 timlake2 Feb 3, 2016 7:35 PM in response to Ralph Johns (UK)
    Level 1 (0 points)
    Feb 3, 2016 7:35 PM in response to Ralph Johns (UK)

    Ralph, that's been checked; Kappy, that will definitely be my last resort, but I'm thinking the issue is actually on an Apple server somewhere.  I've spent hours on the phone in the last couple of days, and the issue has now been sent to engineering.  Thanks for your input.

  • by Ralph Johns (UK),

    Ralph Johns (UK) Ralph Johns (UK) Feb 4, 2016 12:57 PM in response to timlake2
    Level 9 (73,336 points)
    Applications
    Feb 4, 2016 12:57 PM in response to timlake2

    Hi,

     

    If AppleGothic is there (it's absence is the most common cause of not being able to Access the Preferences) then Open Font Book again and use the "Restore Standard Fonts" item in the File Menu.

     

    Messages store info in several .plists across several locations.

    As the set up is new(ish) I would delete the lot.

    In the Finder use the Go Menu > Go to Folder and type in ~/Library/Preferences in the dialogue box that appears (the leading ~ called a tilde, is very important.)

    You need to find:-

    com.apple.ichat.plist (the main one for the app)

    com.apple.ichat.AIM.plist

    com.apple.ichat.Jabber.plist

    com.apple.ichat.Yahoo.plist

    com.apple.ichat.Subnet.plist (this is for the Bonjour account but may not show if you have never enabled it)

    com.apple.imagent.plist (this is a support app that provides a "listening" functions for Off line Messages of any sort once the app is set up).

    Highlight then drag them to the Trash to delete them

     

    and

    com.apple.ids.service.com.apple.madrid.plist  (this one hold the iMessages account info including linked ID and phone numbers)

    com.apple.imessage.bag.plist  (holds the current iMessages server info).

     

    Now navigate to ~/Library/Containers/com.apple.soagent/Data/Library/Preferences

    SOAgent is another Support app for the messages app (and FaceTime).

    Most are Aliases in here except for some that start:-

    com.apple.messageshelper.*.plist

    Delete the set by Dragging them to the Trash as well.

     

    Restart Messages

     

    3Sigcopy2.png

    8:57 pm      Thursday; February 4, 2016

     

      iMac 2.5Ghz i5 2011 (Mavericks 10.9)
     G4/1GhzDual MDD (Leopard 10.5.8)
     MacBookPro 2Gb (Snow Leopard 10.6.8)
     Mac OS X (10.6.8),
     Couple of iPhones and an iPad
  • by ladystardust77,

    ladystardust77 ladystardust77 Jun 4, 2016 3:31 PM in response to timlake2
    Level 1 (8 points)
    Mac OS X
    Jun 4, 2016 3:31 PM in response to timlake2

    Hi Tim,

    I have this exact problem - did it get solved and how? Thank you in advance.

  • by Ralph Johns (UK),

    Ralph Johns (UK) Ralph Johns (UK) Jun 5, 2016 11:35 AM in response to ladystardust77
    Level 9 (73,336 points)
    Applications
    Jun 5, 2016 11:35 AM in response to ladystardust77

    Hi,

     

    As the Original Poster has not come back to say what worked and what did not or how they solved outside of the advice given we who were posting don't know.

     

    I happen to remain Subscribed to any Thread I have contributed in.

    As you posted on Saturday (my time) I would see if they come back by Monday as most people seem to un-subscribe themselves after a while.

     

     

    3Sigcopy2.png
    7:35 PM      Sunday; June 5, 2016

     iMac 2.5Ghz i5 2011 (El Capitan 10.11.x)   
     G4/1GhzDual MDD (Leopard 10.5.8)    
     MacBookPro 2Gb (Snow Leopard 10.6.8)    
     Sometimes Another OS X version boot   
     iPhones and an iPad 2