iMessage

Hi,

Do you mean in setting up the iMessages account in Messages you are sure you have entered the correct details but got an error message ?

If so restart the computer and start again.

9:55 pm Tuesday; March 22, 2016

The warranty entitles you to complimentary phone support for the first 90 days of ownership.

Hi,

In that case follow Linc's advice.

8:27 pm Wednesday; March 23, 2016

I have the same problem. El Capitan 10.11.6. When I try to start Messages it says it can't log into iCloud because of "a problem with the iCloud account" Then it invites me to fix it in iCloud system preferences. However, when I go there it says my password "needs to be updated" and when I key in my correct password it says "an unknown error occurred".

I've been round this loop multiple times and I've even updated my password. I can log in to iCloud fine on both the iPhone and the Mac; however Messages and Facetime both refuse to accept my login credentials. iMessage and Facetime are both properly activated on the iPhone and I can make calls/messages with both of them on the iPhone.

I think this may possibly have started when I did an iPhone update to 9.3.3 but not 100% sure.

Hi,

If this is a new laptop like the original Poster follow Linc's advice.

7:31 pm Tuesday; August 2, 2016

Hi Ralph,

Thanks for the reply. I just found what the problem and solution are so I'm posting it here in case it helps someone in the future:

Under some circumstances a certain pattern of usage (in my case a computer de-authorization and re-authorizartion) can put an iCloud account into "challenge" status. This is apparently a security measure. It stops Messages and FaceTime from accessing iCloud although other iCloud features seem to work normally. When that happens it requires a call to Apple and human intervention by Apple to re-activate those features. They tell me it will take 24 hours for that to take effect. Fingers crossed.

I am having the same issue, did it work out for you after the 24 hour period?

Hi,

The Original Poster said it was with a New computer in which you get Apple Care.

However we know that the Apple ID used by the Mac for iMessages can randomly get blocked at the iMessages server.

It's supposed to be a security feature but some people seem to find it gets triggered without any apparent input in Messages.

It does seem to centre around the OS X 10.11 Upgrade and then the Updates at 10.11.3 and 10.11.5 (Yosemite also had some but less issues and it happened before that as well).

The Only Fix is to speak to Apple Care (Apple Support) and say you have an Apple ID issue (Free to fix if your Apple Care has officially finished).

It then takes time to get elevated past the level 1 responders who are following scripts. (Be polite and insist on speaking to someone higher).

Some Level 2s know about the issue but do seem to be tasked with trying things you may not have and data gathering.

Reinstalling, Upgrading or Updating do not work.

Eventually you get told the Engineers will have to reset it and that can be between 24 hours and 5 days judging by the posts others have made when they do report back.

Some specifically note the follow-up phone call is often missing.

8:17 pm Wednesday; August 3, 2016

Not fixed so far, 30 hours later. Still hoping.

Hi,

Did Apple Support give you a time frame ?

7:46 pm Thursday; August 4, 2016

I just spoke to them again today because they didn't fix it in 24 hours as promised. They put me through some more diagnostic hoops, which was just more of the same stuff over again with a different person. Then they did a data scan and escalated to engineers. 48 hours promised this time but that will put us in the weekend so who knows...

Understood.

I will keep an eye out for a follow up.

8:01 pm Thursday; August 4, 2016

Apple has a new policy where you have to have a capital letter password if it's saying it needs to be reset

Hi,

Apple's Password policy has been 8 or more characters with a mixture of upper and lower case letters plus at least one digit for some time now. (that is at least one upper case letter along with at least one lower case letter and the digit).

Are you saying that it is different from that ?

7:49 pm Wednesday; November 30, 2016