Level 1

42 points

Facetime calls dropping out after around 7-8 minutes - calling/called devices on DIFFERENT ios build levels

This thread replaces that to be found at https://discussions.apple.com/thread/252011087 because the older thread has been accidentally marked as SOLVED and I can find no way to change this status. It also contained a couple of errors.

I regularly Facetime someone who lives 8 miles away. Within last 1-2 months, our Facetime calls regularly drop out after 7-8 minutes. About 11 days ago, our devices were upgraded - my 'calling' device, an iPad 2019 (7th Gen), to ios14.2..the 'receiving device, an iPad Air, to ios12.4.9. The problem however remains.

Both ends are connected to fibre routers (FTTC) - the receiving end within last 4 weeks. Prior to 4 weeks ago, the receiving end was connected to a non-fibre router. However the problem remains with fast fibre routers either end.

Other members of my family have facetimed the same receiving end (iPad Air on ios12.4.9) and those calls also drop out. Further, those callers are all running ios14.1 or ios14.2 on iPads or iPhones. However there is one exception - a family member using an iPhone 6 Plus running ios12.4.8. His regular Facetime calls to the same iPad Air on ios 12.4.9, remain intact i.e. do not drop out

I have now found I can reproduce this problem on my own home network, AND on another family members network. That is to say if I make a Facetime call from the iPad Air to the iPad 2019 (7th Gen), or vice versa, or if I call from my iPhone 6 running ios 12.4.9 to the iPad 2019, or vice versa, WHEN ALL ARE CONNECTED WIRELESSLY TO SAME HOME NETWORK, the calls drop out time and time again after 7-8 minutes. It is an easily REPRODUCIBLE problem for me.

Bizzarely, and this is also REPRODUCIBLE, I have also noticed I can Facetime the iPad Air from my iPhone 6, or vice versa - both of which are on ios12.4.9 - AND THE CALLS STAY UP !

This looks like Facetime does NOT work - that is to stay, will not keep the connection held - IF sending & receiving ends are on different ios build levels regardless of whether one uses an iPad or iPhone device.

This has been reported to Apple Support (caseid=101229942758) and has now been escalated to Apples Expert Support team for a solution.

I will add more to this thread as the case develops.

iPad

Posted on Nov 17, 2020 4:44 AM

Top-ranking reply

ertriad Author

Level 1

42 points

Posted on Feb 4, 2021 12:35 AM

Hi Rodrommel,

You beat me to it !

EUREKA - the problem appears to have been solved !

Within the last few days, ios updates 12.5.1 and 14.4 have been released. Having upgraded all of my devices - old and new - I checked to see if this reported Facetime drop-out issue remains. Good news is, IT APPEARS TO HAVE BEEN FIXED.

So far, I have run the following test which would have resulted in Facetime call drop-out after 7-8 minutes prior to the upgrades:

1) iPad 2019 7th Gen (running ios 14.4) facetime calling an iPad Air (running ios 12.5.1). 2 HOUR call maintained connection with no drop out !

Looking good so far.

Strange no mention is made of Facetime fixes in latest ios release online informatives.

For those of you following this problem/thread, can you try after making sure you are running the latest releases identified above, making a few facetime test calls yourselves to test call duration before dropout. If you can maintain a call for at least 15 minutes, then I'd say the problem looks as though it's been fixed !

View in context

Similar questions

57 replies

alicenc

Level 1

4 points

Dec 3, 2020 6:54 PM in response to Radio-Master

Here's another thread where people are having the same problem. They theorize it's an imcompatibility between iOS12 and iOS 14. https://discussions.apple.com/thread/251995421

ertriad Author

Level 1

42 points

Dec 28, 2020 4:58 AM in response to Sue736

Click on 'Support', foot of this page to the right of the Apple symbol !

Dec 3, 2020 6:40 PM in response to alicenc

I have the same issue. Iphone 6 ios 12.4.9 connecting to ipad ios 14.... both on Wifi. Call goes for 3:50 and then call goes into background (green bar at top, says tap to return to facetime) on the iphone 6 the ipad goes dark and says poor connection.

Audio is maintained for about 30 seconds and then the connection dumps. My Iphone 6 then has a few fits and becomes very sluggish. I notice it getting warm and battery dropping about 1% per minute. I have to do a force reboot to get it to work normally again. This problem is happened in only the last few weeks, since likely the update from 12.4.8 to 12.4.9. Apple please fix!!

Dec 4, 2020 4:10 AM in response to alicenc

Regarding incmpatability between IOS 12 and 14, it also happens on my rather old IPad running IOS 9.3.5 which cannot be upgraded any further. Lot of recommendations about alternative systems, Apple might be losing FaceTime users if they can't fix this problem soon.

ertriad Author

Level 1

42 points

Dec 22, 2020 1:25 AM in response to nml_44

I suspect you will find the ipads she calls, are on different ios build levels to her iPad Air (ios12.4.9) and that the iphone(s) she's calls, are also on ios12.4.9. Would be really useful if you could find out.

In any event I don't think Apple are going to treat this problem as high priority when there will undoubtedly be people out there experiencing the same problem - people who don't bother to complain, assume their equipment is just obsolete so then go out and buy another (the latest version) iphone or ipad.

In my view. since the problem is easily reproducible, it must be easy to localise and fix. The real problem therefore, is convincing Apple to take this problem seriously and to issue a fix(es) for the software bugs, against a backdrop of if they do nothing, they undoubtedly get more people upgrading their products i.e. more money coming into the company.

To really get Apples attention, you would need to vote with your feet and abandon Apple products - but would you because of this one Facetime problem ? I probably wouldn't because of all of the other useful apps/features (up to September this year, I would of finished that sentence with.."and solid build quality"..but not anymore). Having said that, I am always keeping an eye on products coming from Apple's competitors - bit of a 'tech geek' at heart !

Getting very cynical in my old age !

nml_44

Level 1

4 points

Dec 22, 2020 6:05 AM in response to ertriad

With me, my iPad and iPhone are both on iOS 14.2 but it only fails on the iPad. The other iPhones she calls are on iOS 14.2 as well and I confirmed 2 of the iPads are as well. Ironically though, this only started happening in Sep, which lines up with the iOS 14.1 build. So it might be specific to the iPad iOS 14.1 and above?

i wonder if Apple doesn’t even know how to fix the issue vs. not caring? But I will call Apple support to see what they say.

Thanks!

al280nm

Level 1

4 points

Jan 21, 2021 4:39 AM in response to JC-Duque

hi everyone, I am from Portugal and we are having the same issue here

we have two iphones 6 (wife) & 6 plus (me) and my facetime with the wife keeps going to black screen and green bar and then suddenly nothing and also require hard reset.

now the isue is also happening when we both talk using the ipads (ipad air both 14.3) and its frustrating as i am working abroad and she is back home.

in both cases using mobile data or wifi faetime fails on us after a few minutes.

ertriad Author

Level 1

42 points

Jan 21, 2021 6:41 AM in response to Tansstfc

Apple Support seem to be really struggling to solve this problem. Sometimes I wonder whether they care, especially when they are probably selling shed loads of brand new ipads due to the covid pandemic. Can only suggest switching to an alternative App for video chatting like Google Duo. The response you get back from Apple Support at this time is, “wait for a future ios release that fixes this problem”. Appalling customer service !

ertriad Author

Level 1

42 points

Feb 4, 2021 11:57 PM in response to zmb7317

Have you reported to Apple support ? and if so, do you keep haranguing them ? It's the only way unfortunately, and/or use another video chat application !

If not reported yet, start by clicking on the word 'Support' at the foot of this page !

ertriad Author

Level 1

42 points

Feb 7, 2021 2:33 AM in response to Eleph20

Ned a bit more detail I think..what version of iPad do you have (Settings > About > Model Name) ?..how long was it before your incoming calls dropped out ?..Also, are you implying if you initiate facetime calls from either your ipad or iphone 6, the facetime calls do NOT drop out ? If I know the scenario under which you suffer facetime failure, I might be able to re-create and test as well ?

Dec 2, 2020 1:43 AM in response to ertriad

I have exacly the same problem. FaceTime dropping out after about ten minutes on two IPads with different IOS. It is clearly a wider problem,. Is apple aware, of his and will there be a resolution?

gill264

Level 1

4 points

Feb 11, 2021 9:22 AM in response to Carlos SMG

I've updated and testit and it seems ok now...

erik_gee

Level 1

12 points

Dec 23, 2020 9:57 AM in response to ertriad

I am having this same problem, but in Google Duo, in current version IOS on Ipad Air 1st Gen. The problem occurs when calling people who are using Android phones, and is at the 7-8 minute mark. I have to turn off wifi, then turn it back on before I can reconnect. Sometimes it has asked for the wifi password.

ertriad Author

Level 1

42 points

Dec 23, 2020 10:38 AM in response to ertriad

It's happened again in the chat "Dec 23, 2020 6:28 PM in response to erik_gee" above this box on my current screen. The following text was added at the bottom.."[Personal Information Edited by Moderator]" and my CaseID has been deleted. I added it after the words "quote my Apple Support...." and before "...as an existing case). **** frustrating when you are trying to resolve a technical problem and 'Moderators' are removing vital info that would help concentrate the efforts of Apple Support !

babowa

Level 9

78,568 points

Dec 23, 2020 1:43 PM in response to ertriad

We are not Apple Support, therefore any personal information is irrelevant.

It does, however, give bots, scammers and hackers a way to get to your account and/or send you emails wanting your money with fake alerts.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Facetime calls dropping out after around 7-8 minutes - calling/called devices on DIFFERENT ios build levels