HT201422: If you get an error when trying to activate iMessage or FaceTime

Learn about If you get an error when trying to activate iMessage or FaceTime
mintchocicecream
Level 1 (17 points)

Q: Tried everything, FaceTime has an error occurred during activation on my iPad Air.

My iPad refuses to connect to FaceTime or iMessage. It goes to the "verifying" screen displaying the list of telephone numbers and email addresses, then goes back to the main screen and displays "An error occurred during activation. Try again."

 

This is what I have done to troubleshoot the problem:

 

1. Followed the instructions on http://support.apple.com/en-us/HT201422 and…

1.1 confirmed that device and time zone settings are correct (both using "set automatically" and manually configuring it via choosing the nearest city to me;

1.2 tried disabling and re-enabling iMessage and FaceTime.

 

2. Contacted Apple web chat support and tried all the following:

2.1 resetting network settings

2.2 turning off FaceTime and iMessage on my iPhone and Mac and turning it back on again (also in different order – iPhone first; Mac first)

2.3 turning off and on two-factor authentication on my account;

2.4 completely erasing and restoring my iPad from iCloud backup, iTunes backup;

2.5 setting up as a completely new iPad (over the air; and also restoring and re-installing the latest iOS version via iTunes)

 

3. I also tried the following:

3.1 setting up a completely new Apple ID account;

3.2 completely deactivating iMessage via http://support.apple.com/en-us/TS5185

 

None of the above worked.  My iPhone and Mac connects back to iMessage without a hitch, but my iPad simply refuses to do so, and instead shows "An error occurred during activation. Try again."

 

In addition, the person at Apple web chat confirmed there are no settings on their end (e.g. they can't deactivate/re-enable iMessage for my account on their end).  I haven't got another iOS device to try to see if it's an account problem but thus far it appears to be a problem entirely on that particular iPad. 

 

This is really a problem for me as one of the reasons for sticking with iOS is for FaceTime/iMessage…  So, I wanted to know if anyone has any ideas for me to try, or if else has experienced anything similar or have any suggestions to resolve this problem.

 

Probably unrelated, but my iPad Air is just over a year old, purchased on the Hong Kong store in December 2013. It was replaced with a by the Apple Store Bullring United Kingdom in November 2014 after the  Home button broke.

 

Any help would be most appreciated!

iPad Air Wi-Fi

Posted on Jan 20, 2015 12:05 PM

by mintchocicecream,Solvedanswer
mintchocicecream mintchocicecream
Level 1 (17 points)
A:

It looks like this afternoon, for the first time in nearly two weeks I'm finally logged into iMessage and FaceTime on my iPad again!  So whatever Apple support and Apple engineering did on their end to solve my case has worked –– thank you very much!

Posted on Jan 31, 2015 4:54 AM

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mintchocicecream

Q: Tried everything, FaceTime has an error occurred during activation on my iPad Air.

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  • by SergZak,

    SergZak SergZak Jan 27, 2015 3:30 PM in response to mintchocicecream
    Level 5 (7,304 points)
    iPad
    Jan 27, 2015 3:30 PM in response to mintchocicecream

    Still not fixed for all then...I don't know what to say except for another *obvious* bug was not fixed in 8.1.3 either, that is, the light keyboard used in apps like Notes still does not darken the keys when tapped, if you have the Increase Contrast/Reduce Transparency setting enabled. No, of course this has nothing at all to do with the iMessage/FaceTime issue that some are experiencing but I just thought I'd mention it since there are issues that have not yet been addressed/corrected, even though they are obvious and very easily reproducible. The trouble with the iMessage/FaceTime issue is that it seems it's almost random with who it's affecting and because of that, it makes it virtually impossible for those here that don't have the issue to be very helpful, except to post other links to other similar issues/topics. Maybe waiting the required time for sign-out/sign-in will help to resolve this issue.

  • by annie1971,

    annie1971 annie1971 Jan 27, 2015 6:52 PM in response to mintchocicecream
    Level 1 (0 points)
    Jan 27, 2015 6:52 PM in response to mintchocicecream

    It did not fix the problem with my IPad. I bought mine in October 2013 and had to have it replaced in October of 2014 just before the warranty expired Because the speaker went out. Now I'm having this problem with IMessage and FaceTime. My 90 day warranty is out on the replacement and they refuse to admit that there is a problem.

  • by nycjls15,

    nycjls15 nycjls15 Jan 27, 2015 7:44 PM in response to mintchocicecream
    Level 1 (0 points)
    Jan 27, 2015 7:44 PM in response to mintchocicecream

    Apple JUST released iOS 8.1.3 today, and it looks to specifically address these authentication issues. I wasn't having the issues previously, so don't have first-hand experience, but hope it helps. Try Settings >General>Software Update

     

    Detail on the update at: http://www.theverge.com/2015/1/27/7922483/apple-releases-ios-8-1-3-less-free-spa ce-needed

  • by femfrankie,

    femfrankie femfrankie Jan 28, 2015 7:23 AM in response to nycjls15
    Level 1 (0 points)
    Jan 28, 2015 7:23 AM in response to nycjls15

    I Have tried ..

    Resetting networks

    Resetting facetime/imessage and renabling or should I say can't enable again

    General reset of settings

    Total scrub and reset with same login

    Total scrub and reset with another iCloud redundant account I have

    Total scrub and reset with a brand new account without ties to any of the above

    And I too got rather excited at the new update this morning but nope ..still nothing!!

    Got a Genius Bar app for friday as this iPad Air is in its final two weeks of warranty .. I won't hold my breath

     

    poor show apple!

  • by becksyd,

    becksyd becksyd Jan 28, 2015 9:54 AM in response to femfrankie
    Level 1 (0 points)
    Jan 28, 2015 9:54 AM in response to femfrankie

    I also had a replacement ipad in october - and have the same issue - which began on friday. I cannot log in to my iMessage or Facetime on my iPad, but my iPhone is still functioning fine ( with the same apple ID)

    Please post as to what they say at the genious bar to see if I can fix mine. If not it's a 50 mile round trip to the apple store!

  • by annie1971,

    annie1971 annie1971 Jan 28, 2015 11:09 AM in response to becksyd
    Level 1 (0 points)
    Jan 28, 2015 11:09 AM in response to becksyd

    II'm supposed to get a callback from a senior tech this afternoon. At first she said sh wasn't aware of the problem, then she checked further and said they were working on it trying to figure out what was going on. She tried several things on the phone with me and decided that it was not my device, but a software problem.

  • by mintchocicecream,

    mintchocicecream mintchocicecream Jan 28, 2015 11:56 AM in response to annie1971
    Level 1 (17 points)
    Jan 28, 2015 11:56 AM in response to annie1971

    Last night I went through web chat again, who escalated it to a telephone call this evening and in turn, got escalated to senior tech too. In my error description I gave a reference number to this discussion thread so they know exactly what people are experiencing.


    Senior tech said that Apple engineers are now aware of an iMessage issue and they took down my details and my iCloud account details (i.e. all the email addresses attached to my iCloud account) and will pass it onto the engineers.  They said they're aware of an iMessage issue over the week specifically affecting iPads and expects it to be resolved by the weekend, but if not, gave me a reference number and said I could call Apple again on the usual number.


    I originally had a Genius Bar appointment for tomorrow (exactly 3 months after my iPad was replaced and approximately just over a week since I noticed the problem began) but have now cancelled that appointment with Apple's knowledge.

     

    I get the impression Apple support is aware and definitely trying to help – and passed it onto Apple engineering to address.  So fingers crossed it's fixed by the end of this week.

  • by SergZak,

    SergZak SergZak Jan 28, 2015 12:08 PM in response to mintchocicecream
    Level 5 (7,304 points)
    iPad
    Jan 28, 2015 12:08 PM in response to mintchocicecream

    Going just by the posts here in this thread (not looking at the others) and by what you've indicated, it seems that the issue affects those that have a replacement device...I could be wrong but that's sure what it seems like. This may explain why it's affecting some and not others.

  • by mcfloyd49,

    mcfloyd49 mcfloyd49 Jan 28, 2015 12:28 PM in response to SergZak
    Level 1 (1 points)
    Jan 28, 2015 12:28 PM in response to SergZak

    Yes, mine was a replacement device in November, and my issue has been going on for 10 days now.  Do have a personal Apple tech on the case now after several calls to apple support And my original post continues to report the issue.

     

    imessage and Facetime sign in activation error iPad ios8.1.2

  • by annie1971,

    annie1971 annie1971 Jan 28, 2015 1:42 PM in response to mintchocicecream
    Level 1 (0 points)
    Jan 28, 2015 1:42 PM in response to mintchocicecream

    My iPad Air is a replacement, also. It was 3 months January 11. I talked to a senior tech today and finally they realize there is a problem. One thing that I have noticed is that when I set the time to automatic, it just searches for a time zone. I have yo set it to my time zone myself. I don't remember if it was always that way. But some things I have read refer to this as a possible problem. I'm not sure why. My tech is supposed to call back Saturday unless something comes up sooner. 

  • by timfromhayes,

    timfromhayes timfromhayes Jan 28, 2015 1:55 PM in response to mintchocicecream
    Level 1 (0 points)
    Jan 28, 2015 1:55 PM in response to mintchocicecream

    I also have  this message on my iPad air when I try and logon to either iMessage or face time first occurred on Monday Eve 26th of Jan  .i have also tried everything to resolve reset my device followed all the instructions  to resolve nothing has worked  I did notice that the lastet iOS update 8.1.3 would cure this issue . It hasn't  . My iPad was purchased Dec '13 and was replaced in Nov '14  due to screen burn . I don't follow the theory that this has affected the replacement units but it does seem a coincidence . I have been using iMessage face time for over a year never had an issue up until know !

  • by SergZak,

    SergZak SergZak Jan 28, 2015 2:07 PM in response to timfromhayes
    Level 5 (7,304 points)
    iPad
    Jan 28, 2015 2:07 PM in response to timfromhayes

    timfromhayes wrote:

     

    I don't follow the theory that this has affected the replacement units but it does seem a coincidence . I have been using iMessage face time for over a year never had an issue up until know !

    It may be that the iMessage is reverting back (for some odd reason) to thinking your old device is in fact still valid and preventing the replacement/new device from accessing iMessage/FaceTime as it used to. This could also be UUID related...just thinking aloud here.

  • by timfromhayes,

    timfromhayes timfromhayes Jan 28, 2015 2:16 PM in response to SergZak
    Level 1 (0 points)
    Jan 28, 2015 2:16 PM in response to SergZak

    I wonder if anybody has reset the device and created another Apple id and used that account instead to see if that resolves the activation issue

  • by annie1971,

    annie1971 annie1971 Jan 28, 2015 2:18 PM in response to timfromhayes
    Level 1 (0 points)
    Jan 28, 2015 2:18 PM in response to timfromhayes

    I Have tried using another Apple ID. The Senior tech set it up for me on the phone today, but it wouldn't work either.

  • by mintchocicecream,

    mintchocicecream mintchocicecream Jan 28, 2015 2:19 PM in response to SergZak
    Level 1 (17 points)
    Jan 28, 2015 2:19 PM in response to SergZak

    I agree with this, seems like a common theme are people who have iPads replaced by Apple, it's as if something hasn't quite transferred / erased properly.

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