FaceTime troubleshooting (imac)

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FaceTime troubleshooting (imac)

I've been having issues with FaceTime and I've traced the problem to my 2013 iMac. When I use my iMac to FaceTime my parents, they always have an echo on their side and a choppy connection. We both have high speed internet. On their end it says "poor connection" and I freeze, on my end I see and hear them clearly.

I recently discovered that if I use my iPhone 6 plus, FaceTime works perfectly on both ends. So something about my iMac is causing these problems but I am kinda baffled. I am using external bluetooth speakers and the iMac's internal mic. I am running Yosemite.

I'm going to try using the internal speakers next, but in the meantime if anyone else has encountered this, any advice would be appreciated.

Thank you,

J

iMac (27-inch, Late 2013), OS X Yosemite (10.10.1)

Posted on Dec 18, 2014 5:54 PM

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Answer 1

norm123

Community Specialist

Dec 20, 2014 2:35 PM in response to jds9000

Hey jds9000,

Good job on isolating the issue to your iMac, lets see if we can get it sorted out. Take a look at the troubleshooting and look at the settings on your iMac to make sure that you are good to make FaceTime calls.

FaceTime for Mac: Troubleshooting FaceTime

http://support.apple.com/en-us/HT203585

Troubleshooting FaceTime for Mac

You can make FaceTime calls using the FaceTime app. You can call FaceTime users whose contact information is in Contacts. You can add contacts and edit contact information in either FaceTime or Contacts. To place a video call, you may use a phone number or email address.

If you encounter issues making or receiving FaceTime calls, try the following:

Verify that FaceTime is enabled in FaceTime > Preferences.
If the issue persists, or if you see the message "Waiting for Activation", try toggling FaceTime off and then on.

Verify that the Date, Time, and Time Zone are set correctly:

From the Apple () menu, choose System Preferences > Date & Time > Date & Time.

Enable "Set Automatically".

Click the Time Zone tab and confirm the closest city is correct.

Verify that both parties are connected to an active broadband Internet connection.

See Mac OS X: Troubleshooting a cable modem, DSL, or LAN Internet connection.

Consult Using FaceTime behind a firewall for necessary ports to open in firewalls, security software and routers.

If you encounter issues using a Wi-Fi network, use standard Wi-Fi network troubleshooting to resolve interference and other issues.

Verify the phone number or email address being used is the correct one activated for FaceTime.
You can verify that you are using a valid Apple ID at appleid.apple.com. You can also create an Apple ID or reset your password from this website.

Verify that both parties have installed the latest software updates for their Mac and/or device. See:

Mac OS X: Updating your software

iOS: How to update your iPhone, iPad, or iPod touch

Take it easy,

-Norm G.

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