capricorn54
Level 1 (11 points)
Wireless

Q: Contact Apple support with your TC issue disappearing

I just spoke with Apple support with regards to this problem with the TC disappearing from the Airport Utility GUI.

 

Apple support requests that everyone posting who is having this same problem call Apple support so that the proper resources can be brought to bear on the issue and the issue can be resolved more quickly.  Currently there are an insufficient number of users contacting Apple support directly about this issue.

 

I was able to replicate the problem while speaking with an Apple support senior tech that when you add your Apple ID to the Back to My Mac on the TC and the TC restarts, you will loose connectivity with the TC and the TC will throw an error box that the unit is not able to be found.  When you remove the Apple ID from Back to My Mac and restart the TC, the TC reconfigures and reappears in the Airport Utility GUI.

 

Please call Apple support as often as possible with technical issues such as this.

MacBook Pro with Retina display, OS X El Capitan (10.11.2)

Posted on Aug 13, 2016 7:44 AM

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capricorn54

Q: Contact Apple support with your TC issue disappearing

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  • by Bob Timmons,

    Bob Timmons Bob Timmons Aug 13, 2016 7:54 AM in response to capricorn54
    Level 10 (105,448 points)
    Wireless
    Aug 13, 2016 7:54 AM in response to capricorn54

    Unfortunately, users who do not use Back to My Mac at all are also reporting the same "disappearing" AirPort issues, so not sure how BtMM would be involved in these situations.

     

    Even if do enable BtMM and restart the AirPorts, so far, I can't reproduce this problem.

     

    Good idea to call Apple Support though

  • by tiguanis,

    tiguanis tiguanis Aug 13, 2016 7:25 PM in response to capricorn54
    Level 1 (14 points)
    Aug 13, 2016 7:25 PM in response to capricorn54

    I had this same issue that started late Aug. 11.  TC disappears from the Airport Utility GUI.  Deleting my Apple ID from Back to My Mac and restarting has, for now, resolved this issue.  When I added the Apple ID to BtMM, the TC went away from the Airport Utility GUI again.  Remove the Apple ID, and TC comes back to Airport Utility.

     

    If you know the IP address of the TC, then in Airport Utility go to File -> Configure Other.  Enter the IP address and password for the TC.  You can administer the TC this way if need be.

     

    I called Apple support and they were not aware of this being a known problem.  The Senior Specialist kept trying to tinker with my settings.  When I pointed out that I am not the only one with this problem he said that there are different reasons for an issue.  I insisted that he escalate the issue to the engineers.