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Why isn't Handoff working?

Hey, guys! Hoping someone here can help me. I'm the proud new owner of a retina Macbook (early 2015) and I absolutely love it. I'd like to say that it's been problem free, but I can't- Handoff just isn't working!


I logged into iCloud using the same Apple ID on my iPhone (iPhone 6S, iOS 9.3.3) and when I log into Messages on my Mac, I keep seeing in the left panel under "Preferences" that my account is inactive. Whenever I try to send a message to someone, the name comes up red and I am prompted to sign it- except when I hit the sign in button, I am actually still signed in and the account is enabled! I take a look at iMessage settings on my iPhone and noticed that there is no option for Text Message Forwarding, so it wasn't possible to enable that feature.


I called up Apple Support and they also found it strange that it wasn't working, what they found stranger was that "I had all of the ingredients but it just isn't working"- meaning, I am logged in with the same ID, my number comes up in Message preferences on my Mac, I am signed in with my Apple ID to use iMessage on my iPhone...it's weird. The next day I noticed that some aspects of Handoff were working.


Whenever I opened Safari on my iPhone, it would appear in the Dock on my Mac and vice versa. Same goes for Mail. I also noticed under "phone settings" on my iPhone, that I had the option to answer calls on my iCloud devices, which listed my Macbook. I thought, "great! an improvement!" Later on, I prompted to enter a PIN code by my Mac on my iPhone, and voila! Text message forwarding was there, I entered the code, and then prayed. Back to square-one, Messages on my Mac refused to work. I kept getting the same problem as above. I should note that Safari, Mail and Phone were still working through Handoff.


Today, I noticed nothing was working- no Mail, no Phone and no Safari through Handoff. The option to answer calls on other iCloud devices also disappeared.


When I contacted Apple, I was put with a Senior Adviser...but I haven't heard back yet. He was also stumped by this (but quite helpful). The impression I am getting from Apple is that it's a device-level problem. I am not so convinced, I am thinking it was to do with my account on Apple's end (perhaps server/service level?). To my knowledge, Apple Support and the Specialist haven't looked into that.


Here's what I tried:

  1. Turning iMessage/Facetime on my iPhone on and off.
  2. Signing out my Apple ID for iMessage and Facetime and then signing back in.
  3. Signing out and signing back in on Messages and Facetime on my mac.
  4. Signing in and out of iCloud on my iPhone and Mac.
  5. Restarting both devices while disconnected from the internet.
  6. Tried signing in using App password. (didn't work)
  7. Turned off two-step verification. (it's on again)
  8. Signing in on all of my Apple ID account using only my iCloud domain email.
  9. Restored iPhone as new.
  10. Internet recovery on Macbook.
  11. Checked that my iPhone sets timezone automatically.
  12. Ensured that iMessage/Facetime region and iPhone/Mac region were the same (United States)

    I should note that the region of my Apple ID is set to Barbados (where I'm from) so that I can use my local credit card for App/iTunes Store purchases- but I don't see how or even why that would affect Handoff

  13. At the request of the Senior Adviser, I called my wireless provider (Flow Barbados) to figure out if they support Text Message Forwarding (they had not idea what I was talking about, at first they said no figuring it was like call forwarding and then when I explained to them, they said they weren't sure and to get in touch with Apple again).
  14. I'm not sure if this has anything to do with it, but I find my iPhone refuses to connect to my MacBook via bluetooth after pairing, my MacBook would say connected and my iPhone would say not connected, and the eventually it would fail. But sometimes, it does work when I am using Handoff apps...weird. Also, I can't seem to get AirDrop to work, my devices don't detect each other. Just said I'll mention this in case it helps.

Honestly, this has been plaguing me for a few days now and I am truly at a loss as to what I should do.


Any ideas or suggestions? Anything would be appreciated.


UPDATE: Handoff for Phone, Mail and Safari is working again...still no luck with Messages.

MacBook, OS X El Capitan (10.11.6)

Posted on Jul 23, 2016 8:46 PM

Reply
13 replies

Jul 24, 2016 5:53 AM in response to eliefrommiami

I have some updates with screenshots, hope they help. User uploaded file

So I get this message when I sign in using the same Apple ID on iMessage on my iPhone and iCloud/Messages on my Mac.


User uploaded file

When I signed out, this happened. I was able to successfully sign back in.


User uploaded file

As you can see from here, my Apple ID is signed in and my number is being recognized. Note, it keeps telling me that iMessage in inactive (underlined red).


User uploaded file

When I attempt to send a message to myself (even with other known iMessage users), this is what happens.


User uploaded file

For some reason, the recipient turns into this red box, my Apple ID is where the check mark is and I am being prompted to enable my iMessage account. When I click the Enable option, I can see that I am signed in and the ID is enabled.


This continues to baffle me.

Jul 24, 2016 9:43 AM in response to eliefrommiami

There is something wrong with your Messages application.

The Preferences setting should have three parts: "General", "Accounts", "Audio/Video" but the last one is missing.


You may have to reinstall the OS. To try and prevent that (even though this is now not as big a deal as it once was), you may try to download the OS X Combo Updater and run it (even if it is the same version you are already running, this often fixes things as it replaces system files with pristine versions from the updater).


Download OS X El Capitan 10.11.6 Combo Update - Apple Support

Jul 24, 2016 9:43 AM in response to eliefrommiami

I had a similar problem and lasted for a year and i again i tried to activate it , what did i deactivated all the other accounts their was one called bonjour and other one for google talk , I signed out completely of them and signed again with my Apple ID and it works i send message to my self and went through. make sure you have the latest mac os update .

Jul 24, 2016 9:46 AM in response to salama1

Thanks for the suggestion, I am going to try to install the combo downloader that Luis suggested and see if that works. I don't have any other accounts to deactivate...will see what happens. I'm expecting a phone call from Apple at 1:30PM, will see what they suggest and I'll let you guys know. Please keep the suggestions flowing- I really appreciate it! 🙂

Jul 24, 2016 12:12 PM in response to eliefrommiami

I just to spoke to an amazing tier 2 Adviser from Apple and after performing some diagnostics and troubleshooting, it appears as though iMessage is deregistered on my MacBook- finally, we know what's going on. The adviser was prompted to manually override this by entering a validation code, but was unsure as to what this code could possibly be. Eventually, it seems as though I am to provide the code...what should have happened when I tried to sign into Messages is that it would have failed and I would received a 12-digit code to provide to Apple support, however, for some reason, that didn't happen. My issue has been escalated to an Apple Engineer and they'll look into and make any changes to my account that they'll need to and I should hear back from this shortly. I will keep you guys posted!

Jul 26, 2016 1:44 PM in response to eliefrommiami

Oh (insert exclamation of your choice),


That is so old.


At OS X 10.8.2 and the Messages update to version 7.0.1 in Mountain Lion the app started to use the Mac's Serial number as part of the verification Process that it is "you" that is logging in.

It effectively make the Login Device Specific.


If this could not be done such as the Serial Number being missing (repairs and refurbishments being the main cause) you got this panel:-

User uploaded file


The Serial Number had to be put back first and then the Server was reset as you had been blocked.


It only lasted for Mountain Lion.


The issue though has crept up in versions since.

Mostly at first because repairers, be they Apple or third party, were still forgetting to put the Serial Number on to any New Logic or Mother board replacement.


However certainly since Yosemite it seems that some people randomly get blocked and Apple are still looking for the cause. (there appear to be clusters around the Yosemite Upgrade then the El Capitan Upgrade and the 10.11.3 update)

The ONLY fix is to call Apple Support (Apple Care).


Level 1's are script led and looking to solve Apple Care hardware and Software issues.

You have an Apple ID issue that needs someone higher to sort out.

It used to be that Level 2's could reset the sever when the Code Number was used, but as I said that was several years ago now.


More recently level 2s have been doing data gathering (if you let them) and also try things like Updating, Upgrading or Reinstalling (None of these work).

In the end they pass it off to the Engineers who are the ones who appear to be allowed to reset the sever (or rather your Mac's Use of the Apple ID) and tell you it will take anything between 24 hours and 5 days (comparing recent posts back about this issue).


If you have already got to an Engineer you should be in the last stages of this.



User uploaded file

9:42 pm Tuesday; July 26, 2016


 iMac 2.5Ghz i5 2011 (El Capitan)
 G4/1GhzDual MDD (Leopard 10.5.8)
 MacBookPro 2Gb (Snow Leopard 10.6.8)
 Mac OS X (10.6.8),
 iPhone and an iPad (2)

Jul 27, 2016 12:10 PM in response to eliefrommiami

Hi,


As I said that Error Message pop up only appeared in Mountain Lion after the OS X 10.8.2 update which updated Messages to Version 7.0.1 which is when Mac version(s) started Devices Specific Logins.


Once Apple thought most people had sorted out whether there Serial Number was on their Mac or not then the Pop up stopped (realistically at the next Upgrade - Mavericks).


If you have a repair that involves the replacement of the Mother/Logic Board then the Service guy (or girl) should use some special Software to "Flash" it to a chip on the board.

If they enter the "wrong" number or forget to do this then the iMessages Account will not login.


Since Mavericks (OS X 10.9) this is Silently (without any clue as to it happening).

Hence you never had a pop up and the Support person seems to have been working with old info.


Glad to hear you are now working.



User uploaded file

8:10 pm Wednesday; July 27, 2016


 iMac 2.5Ghz i5 2011 (El Capitan)
 G4/1GhzDual MDD (Leopard 10.5.8)
 MacBookPro 2Gb (Snow Leopard 10.6.8)
 Mac OS X (10.6.8),
 iPhone and an iPad (2)

Why isn't Handoff working?

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