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 !

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57 replies

Dec 27, 2020 3:17 AM in response to ertriad

Just updated IPad Mini to latest IOS version 12.5 - Still drops out!

Eleph20

Level 1

12 points

Jan 1, 2021 2:22 AM in response to JamWales17

FaceTime fails after a few minutes on all my devices

gill264

Level 1

4 points

Jan 7, 2021 6:57 AM in response to ertriad

I have iOS 14.3 and the calls are still dropping out after 5/6 minutes. Pretty fed up as it’s my main contact with my mum in her care home.....

Sue736

Level 1

8 points

Jan 7, 2021 9:07 AM in response to gill264

Has anyone had a response from Apple Support?

ertriad Author

Level 1

42 points

Jan 21, 2021 6:35 AM in response to al280nm

Hi..You must report this to Apple Support as this is a different scenario to the issue discussed here. Click on SUPPORT at the bottom of this screen !

Eleph20

Level 1

12 points

Jan 25, 2021 11:26 AM in response to RogerP1970

I am having no trouble with video links on what’s app but FaceTime fails after a few minutes every time

Eleph20

Level 1

12 points

Feb 7, 2021 2:05 AM in response to JamWales17

Thought it was sorted until yesterday when both iPad and iPhone 6 dropped out while accepting in coming FaceTimes. Both devices had been updated to latest updates.

Brian

Dec 2, 2020 5:33 AM in response to ertriad

Ertriad - many thanks for the update. Good to know it's got to Apples Expert Support team for a solution - hopefully it will not be too long coming. I took your previous advice and until Apple resolve the problem, I'm using Zoom - which is free - and if only between 2 devices - no time limit : )

alicenc

Level 1

4 points

Dec 3, 2020 5:23 AM in response to ertriad

The iOS on the other end is whatever the most recent iOS is. They have newer devices--iPhones, iPad, and MacBook Air. I haven't tried using a different video conferencing app. I only use FaceTime on my iPhone to talk with my parents so it's an "unplanned" daily-ish call where one of us it just calling to talk and we'd rather see each other while we do it. Otherwise I use my MacBook Pro to FaceTime or Zoom etc with others outside my parents and haven't had any problems with those on my that device.

ertriad Author

Level 1

42 points

Dec 18, 2020 12:25 AM in response to ertriad

Good news - ios 12.5 and 14.3 now released. Bad news - problem remains after testing. Others on this 'communities' website are reporting similar results. Really makes you feel like quitting Apple products altogether when during this difficult time of covid lockdowns, videoconferencing has become so important for peoples mental health - particularly the elderly. You could be forgiven for thinking Apple have no intention of fixing the problem and would prefer people to buy brand new Apple devices. People are being advised as such by Apple Customer Services and being told ios12.4.9 can't be upgraded - yet Apple have just released ios12.5. See the chat at https://discussions.apple.com/thread/251995421

With more and more people turning to videoconferencing in these difficult times, and Apple's competitors promoting their videoconferencing products hard (take a look at Facebooks Portal that uses your HD TV), Apple really need to solve this problem FAST !!!!

Dec 27, 2020 7:18 PM in response to Radio-Master

This what I experience also. The call is good for about 8 minutes. Then the video will drop out. Then we have audio for about 20 seconds. Then disconnect. I thought it was the GFW of China but even on other connection types it will fail when calling the same friend in another country.

Dec 7, 2020 4:23 AM in response to ertriad

same problem too... there was a mention that enabling Screen Time - Always Allow - adding Facetime (or remove then add) and Camera - apparently works... but need to test next time.

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