FaceTime for Mac: Troubleshooting FaceTime

Symptoms

With FaceTime for Mac you can place and receive video calls to users of FaceTime on supported devices. FaceTime is available for Macs, iPod touch (4th generation),iPhone 4 or later, iPad 2 or later.
Learn the system requirements for FaceTime for Mac and basic troubleshooting steps to resolve FaceTime for Mac activation and usage issues.

Resolution

Notes

• FaceTime may not be available in all countries or regions.
• For information about using FaceTime on a Mac, see FaceTime Support.
• For troubleshooting FaceTime on iOS Devices (iPod touch (4th generation), iPhone 4 or later, iPad 2 or later), see iOS: Troubleshooting FaceTime
  

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Verify your Mac meets the FaceTime system requirements

To participate in video calls, your Mac needs:

• OS X Lion or Mac OS X v10.6.6 (or later) with all available security updates installed.
  • For Mac OS X v10.6.6 or later, the FaceTime App needs to be purchased from the Mac App Store. OS X Lion includes FaceTime.
     
• A 128-Kbps or better upstream and downstream Internet connection. Performance may vary according to network throughput and usage.
  
  
• A built-in FaceTime camera, an iSight camera (built-in or external), a USB video class (UVC) camera, or a FireWire DV camcorder.
  • Making HD video calls requires a built-in FaceTime HD camera and a 1-Mbps upstream and downstream Internet connection.
  • Receiving HD video calls requires a supported Intel-based Mac. For a complete list, see this article.
     
• A microphone.
  • You can use the built-in microphone, or connect an external microphone to your computer’s audio input port.
  • You can use a compatible Bluetooth or USB microphone or headsets.

If you have multiple cameras or microphones attached to your computer, use the Video menu to select the camera or microphone you wish to use with FaceTime for Mac.

Activating FaceTime for Mac

Use your Apple ID to register and use FaceTime. FaceTime registration validates your Apple ID for use with FaceTime.
If you are unable to activate FaceTime, try the following:
Sign in to FaceTime for Mac using a valid Apple ID. After you validate the email address for use with FaceTime, other FaceTime users can connect to you using that email address. If you encounter issues registering or using an Apple ID account:

• Ensure that you have an active Internet connection.
   
• Verify that you are using a valid Apple ID at appleid.apple.com. You can also create an Apple ID or reset your password from this website.
   
• Check that your email address is verified in FaceTime > Preferences.
  • If FaceTime > Preferences shows your email status as "verifying," follow the instructions in the verification email that was sent to complete the process.
     
• Toggle FaceTime off and on in FaceTime > Preferences.

Troubleshooting FaceTime for Mac

You can make FaceTime calls using the FaceTime app. You can call FaceTime users whose contact information is in Address Book. You can add contacts and edit contact information in either FaceTime or Address Book. To place a video call to an iPhone 4 or later user you may use their phone number or email address. To call other FaceTime for Mac users, iPod touch (4th generation) users or iPad 2 or later  users, you use their email address.
If you encounter issues making or receiving FaceTime calls, try the following:

• Verify that FaceTime is enabled in FaceTime > Preferences.
  • If the issue persists, or if you see the message "Waiting for Activation", try toggling FaceTime off and then on.
     
• Verify that the Date, Time, and Time Zone are set correctly:
  
  1. From the Apple () menu, choose System Preferences > Date & Time > Date & Time.
  2. Enable "Set Automatically".
  3. Click the Time Zone tab and confirm the closest city is correct.
      
• Verify that both parties are connected to an active broadband Internet connection.
  • See Mac OS X: Troubleshooting a cable modem, DSL, or LAN Internet connection.
  • Consult Using FaceTime behind a firewall for necessary ports to open in firewalls, security software and routers.
  • If you encounter issues using a Wi-Fi network, use standard Wi-Fi network troubleshooting to resolve interference and other issues.
    
    
• Verify the phone number or email address being used is the correct one activated for FaceTime.
  • You can verify that you are using a valid Apple ID at appleid.apple.com. You can also create an Apple ID or reset your password from this website.
     
• Verify that both parties have installed the latest software updates for their Mac and/or device. See:
  
  • Mac OS X: Updating your software
  • iOS: How to update your iPhone, iPad, or iPod touch

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.