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Question: FaceTime no longer works in Sierra

FaceTime and Messages no longer work on my girlfriend's MacBook Air. I contacted Apple support over the issue and eventually had to speak with a senior advisor. After 2 hours… the senior advisor saw something on her account which he had to remove (something he had to un block). Once he did that Messages was able to work but for some reason FaceTime still does not.


We did the following…

reset the SMC

reset NVRAM

changed the password on the account

ran disc utility


In the end the senior advisor told me to re install the OS or upgrade to High Sierra


I am wondering if I am missing something… something else I should do before I re install the OS or upgrade to High Sierra.

iMac with Retina 5K display, macOS High Sierra (10.13.2)

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rebooting in "Safe Mode" totally worked!!!!! I was able to log into FaceTime… I then restarted the MacBook Air again… this time like I regularly do… and tested FaceTime again and it was still working.


What did Safe Mode do in order for me to log into FaceTime?


I thought for sure once I logged in the normal way that FaceTime would stop working again… but its working great

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Mar 14, 2018 8:17 AM in response to sk1975 In response to sk1975

Try setting up another admin user account to see if the same problem continues. If Back-to-My Mac is selected in System Preferences, the Guest account will not work. The intent is to see if it is specific to one account or a system wide problem. This account can be deleted later. Please post if this worked or not.


Isolating an issue by using another user account


If the problem is still there, try booting into the Safe Mode using your normal account. Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up after waiting 10 seconds. Immediately after hearing the startup chime, hold down the shift key and continue to hold it until the gray Apple icon and a progress bar appear. The boot up is significantly slower than normal. This will reset some caches, forces a directory check, and disables all startup and login items, among other things. When you reboot normally, the initial reboot may be slower than normal. If the system operates normally, there may be 3rd party applications which are causing a problem. Try deleting/disabling the third party applications after a restart by using the application un-installer or by using the developer’s uninstall instructions. For each disable/delete, you will need to restart if you don't do them all at once. Please post if this worked or not.



Safe Mode - About El Capitan
also Sierra


Safe Mode Startup – El Capitan. also Sierra


If it works in the Safe Mode, try running this program when booted normally and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor. Please use copy and paste as screen shots can be hard to read. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on your computer. No personal information is shown. You can run the report for free at least once, but if you run it several times, at some point it will ask you to pay a license fee.

Etrecheck – System Information

Mar 14, 2018 8:17 AM

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Mar 18, 2018 11:49 AM in response to Eric Root In response to Eric Root

rebooting in "Safe Mode" totally worked!!!!! I was able to log into FaceTime… I then restarted the MacBook Air again… this time like I regularly do… and tested FaceTime again and it was still working.


What did Safe Mode do in order for me to log into FaceTime?


I thought for sure once I logged in the normal way that FaceTime would stop working again… but its working great

Mar 18, 2018 11:49 AM

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User profile for user: sk1975

Question: FaceTime no longer works in Sierra