FaceTime "poor connection" on iMac

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11 points

FaceTime "poor connection" on iMac

Recently, whenever we've been trying to use FaceTime on the iMac, we've been getting a "poor connection" message and the recipient of the call is unable to see us (audio is OK).

I don't think this is an issue with the actual connection or internet quality. Teams, Zoom and other video calling software work very well, we have a robust mesh network with fast f/o broadband. My thoughts are this is problem with FaceTime on the iMac itself. Using the same Apple ID/phone number on iOS devices, everything is fine.

Any ideas??

iMac 27″ 5K, macOS 11.2

Posted on Feb 22, 2021 10:23 AM

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Answer 1

Top-ranking reply

alma1090

Community Specialist

Feb 24, 2021 7:09 AM in response to sjjones83

Hello and welcome to Apple Support Communities, sjjones83!

We understand you're having trouble with FaceTime showing "poor connection". We'd be happy to provide information to help you address this.

Check to see if this also comes up in safe mode: How to use safe mode on your Mac

If it still comes up there, try another user account to check if it happens there too. To get a new user account, go to System Preferences > Users & Groups and press the plus (+) sign and create a new account.

Let us know the results.

Have a great day!

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Answer 2

alma1090

Community Specialist

Mar 9, 2021 2:00 PM in response to sjjones83

Hey sjjones83,

We understand an iMac is the one experiencing the issue, however, are there any other internet connections around you that you could test with?

If the issue continues, you may want to reinstall macOS:

Back up your Mac with Time Machine

How to reinstall macOS

Regards.

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Answer 3

sjjones83 Author

Level 1

11 points

Mar 3, 2021 10:06 AM in response to alma1090

Thank you for the reply. This issue happens on both user accounts already on the iMac. When the same users do FaceTime on their iOS devices there is no issue.

I tried to start it in Safe Mode as you suggested but in Safe Mode the call wouldn't even connect - it kept saying "call failed".

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FaceTime "poor connection" on iMac

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