No audio or video on FaceTime

Question

Level 1

44 points

No audio or video on FaceTime

I have been using FaceTime with members of my family for over 2 years without any issues but since yesterday I am having problems with 2 out of 5 connections. Let's call the 2 problematic connections A and B. Whenever I initiate a FT session with either A or B they receive the connection request and click on join but all either of us see is the user name circle but we cannot see or hear each other. The same happens if either A or B initiates a call with me.

Everything works fine between myself and the other 3 people. But just like me the other 3 cannot have a session with A or B.

We have tried all the usual recommendations. All devices are on the latest software. We have restarted FT and restarted the devices but nothing changes. The only thing that is different between A and B and the rest of us is that their FT settings are only configured with an email address and not a telephone number (as they don't own iPhones).

When I have an established connection with A or B both sides of the connection show speaker, microphone and camera as being active but as I said we can neither hear nor see each other.

Any suggestions?

TIA

Mike

Posted on Mar 27, 2023 1:09 PM

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Answer 1

ryane77

Community Specialist

Mar 29, 2023 11:41 AM in response to GromitD90

Hello GromitD90,

We'd be happy to help you with FaceTime. To try and resolve the issue, we recommend following the steps here: If you can't make or receive a FaceTime call on your iPhone or iPad - Apple Support

Based on what you've told us, we think you'll find these steps helpful:

1. Make sure that your device has a Wi-Fi connection to the internet or a cellular-data connection.Learn more if you're using router, firewall, or security software that restricts internet access.

2. If you're trying to use FaceTime over cellular, make sure that Use Cellular Data is on for FaceTime. Go to Settings and tap Cellular or tap Mobile Data, then turn on FaceTime. If you're using an iPad, you might see Settings > Cellular Data.

3. Go to Settings > FaceTime and make sure that FaceTime is on.

* If you see "Waiting for Activation," turn FaceTime off and then on again. Learn what to do if you can't activate FaceTime.

* If you don't see the FaceTime setting, make sure that Camera and FaceTime aren't off in Settings > Screen Time > Content & Privacy Restrictions > Allowed Apps.

* Make sure that you have the correct phone number or email address listed.

4. Go to Settings > General > Date & Time and turn on Set Automatically.

5. Restart your device.

6. Update your device to the latest version of iOS or iPadOS.

Thanks.

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Answer 2

ace1018

Community Specialist

Mar 30, 2023 12:47 PM in response to GromitD90

Hello GromitD90,

If your sister followed the steps from the article provided by ryane77 and the issue wasn't resolved, we recommend having her reach out to Official Apple Support. They would be in the best position to take a deeper look into this.

Thanks.

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Answer 3

GromitD90 Author

Level 1

44 points

Mar 30, 2023 12:29 PM in response to ryane77

Thank you for taking the time to respond. Unfortunately I have already tried everything you recommended. I even had my sister take her iPad to a different location and use the WiFi network there. It still didn't work. I was able to establish a FT connection with my brother on his Apple device at that same location.

As I said in my original post I am able to establish a FT connection with my sister's iPad, it's just that when connected neither party can hear or see the other.

The issue is with her iPad as she cannot get it to work with anyone.

We may end up having to reset the device and see if that fixes it.

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No audio or video on FaceTime

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