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FaceTime for Mac not working on my husband's IMac mid-2007 after upgrade to El Capitan but it works fine on my iMac mid-2011 with El Capitan.

MY husband is having the exact same problem as several people have described here. We both upgraded our Macs to El Capitan on the same day. Facetime for Mac works fine on my Mac. It no longer works on his. When he tries to initiate a call, as soon as it begins to connect Facetime quits unexpectedly.,and generates a multi-page error report. Same thing happens when he tries to receive a call. We spent the evening on the phone with Apple support and no success resolving it (SMC reset, PRAM reset, test account - nothing helped). The Apple senior advisor's recommendation was to reinstall Mac OSX from the Recovery Drive which we will try tomorrow morning. If that does not fix it, the next suggested step is to do an erase and reinstall. No explanation as to what is causing the problem except that it appears to be a corrupted FaceTime installation, or a corrupted upgrade, not sure which. The El Capitan upgrade seemed to install fine on both of our Macs; however, we will try Lincoln Davis's suggestions on signing out of FaceTime on all devices first then signing back in to see if that helps. Neither of our Macs have any anti-malware or anti-virus SW installed; however, the Apple advisor did find a couple of very old MacKeeper plist files in the Launch Daemon folder under Application Support in Library. The Apple advisor had us trash them, but this still did not fix it. My husband's Mac has not had the MacKeeper SW on his Mac for over four years, and his Mac has been upgraded to various versions of OS X before El Capitan without a FaceTime problem. This problem seems to be specific to El Capitan and FaceTime. That's all we know for now. I will post more when I know more.

iMac, OS X El Capitan (10.11), 2.4 GHz Intel Core 2 Duo mid-2007

Posted on Oct 9, 2015 1:32 AM

22 replies

alp1116 Author

Level 1

60 points

Nov 2, 2015 11:02 AM in response to alp1116

Update: Installing the Mac OS X v10.11.1 El Capitan update did not resolve any of the FaceTime problems on my husband's iMac mid-2007 reported here.

opla2014

Level 1

0 points

Nov 8, 2015 9:11 PM in response to alp1116

me same!

apple support????

alp1116 Author

Level 1

60 points

Nov 8, 2015 10:00 PM in response to opla2014

I still have yet to do the complete erase and clean reinstall of Mac OS X v10.11.1 on my husband's iMac mid-2007. I've been having to create space on an external hard drive by deleting and moving files around. As soon as I am able to create enough space to make an extra copy of his files, I will do the clean erase and reinstall and post here whether or not that solved the problem.

alp1116 Author

Level 1

60 points

Nov 22, 2015 5:03 PM in response to alp1116

UPDATE:

The complete erase and clean reinstall of Mac OS X El Capitan 10.11.1 did not solve the FaceTime crashes. So we called Apple Support again and this time a senior advisor said that Mac OS X El Capitan 10.11.2, which is in Beta Test now, should resolve the issue. His recommendation was to wait for the release of Mac OS X El Capitan 10.11.2 to the general public which should happen imminently. I discovered on another website that someone else was also getting a gamekitservices error message with FaceTime on Mac OS X El Capitan (his error message referenced soundplayer, not tundracapture as the problem). He stated on the thread that when he installed the Mac OS X El Capitan 10.11.2 Beta 4 test, apparently that solved the gamekitservices-soundplayer issue on his Mac. You can read that post here: http://www.insanelymac.com/forum/topic/309466-facetime-crashes-on-connection/ .

With any luck when Mac OS X El Capitan 10.11.2 is released to the general public, it will also solve the FaceTime crashes being caused by gamekitservices-tundracapture on my husband's iMac mid-2007. Hopefully that will be soon.

Nov 27, 2015 7:46 AM in response to alp1116

Thanks alp1116

I have the same issue on my Macbook Pro late 2011, as well as people around me with iMac mid-2007 and iMac 2008. FaceTime is ringing, but not working when I accept a call and even freezing on iMac mid-2007.

What is very surprising it that FaceTime is not working any more on iOs Devices with the same accounts, very strange.

I have friends with Macbook Pro mid-2012 and 2013 and it is working absolutely fine between their computer. A Genius at the Apple Store suggested me to clean install Mac OS, this discussion confirm that it won't solve the problem.

I will looking forward for the next Update, OS X 10.11.2, can't wait !

Dec 5, 2015 7:19 AM in response to Fahrenheit911

Update.

I was wrong, it works between iOS devices.

alp1116 Author

Level 1

60 points

Dec 5, 2015 4:40 PM in response to Fahrenheit911

I have never had a problem with FaceTime working between iOS devices. Only on my husband's iMac mid-2007 and only since installing Mac OS X El Capitan v10.11 and v10.11.1. This is now a known problem at Apple and has been corrected in El Capitan v10.11.2 as of Beta Test 4, per the Apple Senior Support Advisor that I spoke with, and per the post by an Apple Beta Tester for Mac OS X El Capitan (referenced in my post above). Unfortunately, Apple just released Beta Test 5 of El Capitan v10.11.2 and it is unclear how many more Beta tests they are going to go through before releasing v10.11.2 to the general public to fix this (and presumably other) issues. In the meantime, many customers with older Macs that were supposed to be supported by El Capitan, have been unable to use FaceTime since the upgrade in September. Some of these customers, like my husband, use FaceTime on their Macs for business video calls, and have had to use other methods or other equipment to conduct their business. This is a fact that Apple should be taking into consideration while continuing to hold up the next release for further Beta testing. I really do hope they release it to the general public soon.

FaceTime for Mac not working on my husband's IMac mid-2007 after upgrade to El Capitan but it works fine on my iMac mid-2011 with El Capitan.