Q: Can't login to iMessage and FaceTime

I had this same issue in El Capitan 10.11.3 on my MacPro almost a month ago.  I couldn't use Messages or FaceTime on my MacPro, but I could log into iCloud services, the iCloud website, and MyAppleID with no issues.  I was give a list of things to try, both on my iPhone 6S running 9.2.1 and the MacPro.  After over a week of back and forth with Apple Support and an Apple Engineer, my issue was resolved simply by zapping the PRAM on my MacPro.  After that, all was well.

Give it a try.  You'll only lose a few settings, but maybe it will fix your issue. 

The only bad thing is now I am hesitant to install 10.11.4.  I already have iOS 9.3 on my iPhone and things are working just fine at the moment.

Update:  I have updated to El Capitan 10.11.4 and everything is still working.  It took a long time for FaceTime to authenticate as well as for me to get authenticated back into the discussion boards, but I did eventually.  Not sure if the root cause of the issue(s) has been addressed or not, but at least I am still working after the update.

Hope the PRAM zap works for someone else also... at least with a MacPro.

I'm still having the same issue. I have updated to 10.11.4, no help. The odd thing is, when i type in my password and click 'Sign In' if I click on one of the other accounts then click back on iMessage, I can see all my settings. I can even uncheck the 'Enable this account' check box. If I do that. it will not generate an error. If I recheck the box, the 'unable to authenticate' error will pop back up.

My Early 2009 Mac Pro responded to zapped PRAM.  I now have iMessage back -- planned on making it my last attempt before moving to a clone of my Yosemite startup drive.  No need now :-) 

fwiw:  I moved to El Capitan only after the .4 release came out.  From the days of OS 7.1, I practiced early adoption as each new release emerged.  Now I follow bug reports until it appears they've got a very stable release.  That Apple almost had it with a fourth version speaks to the complexity of this software.

Have had this problem since before JULY 2015 and to say that I'm upset is a severe understatement, especially since I'm a paying customer of iCloud.  I surely wish Apple would get their proverbial heads out of their rear ends and resolve this.  I've gone through 3 customer service reps and have 2 dev tickets open with no joy whatsoever.  I've tried to explain that this is a server side issue from the information gathered on the logs that they've requested, but it just seems to fall on deaf ears.

Hi,

I take it you can see the Serial Number ?

That you have tried another Mac User  account with the same iMessages ID ?

That a NVRAM reset and Safe Boot also have not produce a satisfactory result ?

In the Applications/Utilities folder open the Keychain Access app.

Select "Login' top left and "Passwords" lower left and then the IDS: AppleIDforiMessages-Auth Token (where the italics bit is the actual email ID used).

Now access the ~/Library/Preferences and delete the com.apple.ids.service.com.apple.madrid.plist (Dragging to the Trash is good enough).

Now re-open Messages and add back the Apple ID. (it was stored in the madrid item but you just deleted that).

Hopefully this will cause the Login to be refreshed completely.

The Serial Number is used as well as the ID and Password and the deletion of the Keychain items should resolve any issues if the account/Keychain was Migrated.

A Reinstall, which they sometimes suggest at Apple Support, will not clear a migration issue.

Nor does Updating or Upgrading as the Keychain is unchanged.

Try Apple Support once more and ask them to rest the iMessages server is relation to your Apple ID and the Mac's use of it.

I am working from a position of not having this problem.

The Serial Number part was added at the OS X 10.8.2 update which updated Messages 7 to version 7.0.1

It was obviously designed to be a security feature.

It is clear that for some reason it gets triggered for some people.

Reading many posts on this issue it seems clear that at some level Apple are aware of the issue as the apparent "cause" then varies across Mavericks, Yosemite and El Capitan.

In EL Capitan it seem it is triggered by just Upgrading to El Capitan for some. Others state it was when they moved to OS X 10.11.3

People who have reported back do say that currently Level 2 responders ask Engineers to get involved and that they are told Resets take 24 hours (although many post that "overnight" sees results).

IF the Keychain item deletion works for iMessages then do the same for FaceTime

8:41 pm      Saturday; April 2, 2016

Thanks Ralph, I followed your suggestions, and really hoped deleting the "madrid" pref file was going to do the trick. In the end, none of it helped. P-RAM on startup is what finally worked for me.

Thanks for letting us know.

9:35 pm      Saturday; April 16, 2016

So just an FYI the steps you enumerated above did not work re: keychain and the madrid pref. The other precursory steps were fine. Sadly it seems I can't reach Apple.  The last attempt to try to contact support ended up in their refusal to offer free assistance saying that I have to buy a new support plan, etc. and so I've given up on iCloud. I think I'm going to just cancel their junk service altogether.

Hi,

Apple Support (or Apple Care) is a paid for service for regular issues after the complimentary period has run out.

(You can of course pay to extend that care).

They will however sort out Apple ID issues for free.

Level 1 people at Apple Support are very script led and hence the "you have to pay" if they don't think it is Hardware or Software related.

If you let them they will run the whole script trying to prove it is one or the other.

Try asking for a Level 2 support person or higher.

These are more likely to take the issue of an Apple ID problem more seriously.

iTunes, FaceTime, Messages, The App Store, Games Centre, Developer access are some of the separate servers that your Apple ID can be used with.

The Serial Number of the Mac is used to create the Auth Token in the Keychain.

It "proves" it is you calling. (It has done so since Messages 7.0.2 at OS X 10.8.2)

Migrating a Keychain from another computer can get the iMessages Server to block your use of the Apple ID when used by your Mac. (i.e. it is App., ID and Server specific  depending which way you are looking at it).

The Original issue in OS X 10.8.2 tended to be missing Serial Numbers that were not put back on to Repaired Logic/Motherboards.

After that the server needed resetting.

The problem has occurred during both version 8s in Mavericks and Yosemite but seems to have increased slightly at the OS X 10.11 Upgrade and again at the OS X 10.11.3 update.

That said the Level 2s are still likely to want you to jump though some hoops to prove it is not Hardware or Software related.

Safe Boot, NVRAM resets, testing in another Mac user are among the more common.

Reinstalling to OS, Upgrading the OS if you are using a earlier version or Updating the OS to OS X 10.11.4 are unlikely to change anything.

As I mentioned above they are like to engage with the engineers at some point.

Be polite, persist with it being an Apple ID issue, request that the server is reset regarding your Mac's use of the Apple ID on the iMessages Server.

7:33 pm      Sunday; April 17, 2016

I have the same problem

Macbook pro late 2011

was working & suddenly stopped...gives message that it can not activate account, try again later

other attempts to activate account from messages display window say 'failure to authenticate'

updating OS X to 10.11.6 did not work

booting in Safe Mode did not work

resetting NVRAM did not work

same problem with Facetime

Both Messages & Facetime work with my icloud acct from iPod just not from Mac

makes no sense to me

Hi,

Have you had the Logic/Mother board replaced ?

This should have the Serial Number on a readable chip on it. Sometimes it is not put back.

Open the Apple icon Menu top left and About this Mac

In the Overview tab the Serial Number should show up.

Is it there ? (I don't need to know what it is)

In System Preferences > Users and Groups either enable the Guest option or create another Mac User Account for testing.

Log into the account.

Start up Messages and try your Apple ID in the iMessages account.

If it does not work here try and Different Apple ID.

If your ID does not work but another does test the other ID in your normal Mac User Account.

If that works your account is most like blocked at the iMessages Server.

It is a known issue but for Apple the numbers are small.

As a consequence they don't know why this security feature id getting triggered when it should not.

There is also no reset on the Mac end.

The only fix we have found is to contact Apple Support (Apple Care)

Level 1s are Script led and you have an Apple ID issue which are free to fix and are something they don't normally deal with.

Level 2s may still want you to jump through hoops and data gather. (you may have to limit this)

Reinstalling, Updating and Upgrading do not work.

Only a reset of the iMessages server regarding your Mac's use of the Apple ID  will work.

They will probably bounce it to the engineers at this point.

You may get a lead time of 24 hours to 5 days (based on what people who have posted back have said)

9:40 pm      Tuesday; August 30, 2016

hi,

iMessages is not part of iCloud.

In System Preferences > iCloud there is nothing about Messages, iMessages, FaceTime, App Store, iTunes, Game Center, iBooks and several other logins.

However an iCloud valid Apple ID can be used in all of these.

Arguably paying for extra storage and using in Photos which is part of iCloud would constitute "Paying for it" but it is essentially a free service.

You need to phone Apple Supple (Apple Care)

Yes it is then a game of dealing with the Level 1s who are script led and don't always understand about Apple ID issues being free to fix.

Ask to speak to a Level 2.

Even here it can be a mixed reception (Based on what other people have posted back)

Your Serial Number gives your Mac a Device Specific Login which is why it can get blocked by the iMessages server when it still works on other devices for iMessages and for other apps.

Some Level 2s know about the issue and want to data gather (for Apple the numbers are small and it is not clear what the cause is).

Others will want you to jump through hoops to eliminate things

Reinstalling, Upgrading or Updating does not work.

Politely ask them to check the server with regard to the use by your Mac on the iMessages Server.

It seems you are likely to get bumped to the Engineers to resolve this and will be told anything between 24 hours and 5 days (based on what others that have posted back have said).

We have not found a faster fix.

It seems only Apple Care is the gateway and not everyone there is clued up about this.

9:52 pm      Tuesday; August 30, 2016

I have this issue and I'm at 2 levels of escalation right now. They explained that it's some kind of authentication thing that needs to be reset by Apple on their server. It affects Messages, FaceTime and App Store, which means that it's not possible to update apps while this issue persists. No voice but to wait for Apple engineers to fix the account on the server. There apparently is no other fix for this.

How? Please help!