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Get help with FaceTime on your Mac

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If you aren’t able to use your camera or mic, can’t sign in, or can’t stay connected, learn what to do.

Follow steps based on the issue that you need help with.

If you can't sign in to FaceTime*

  1. Make sure that you can sign in on the Apple ID account page. If you need to, reset your Apple ID password.
  2. Choose Apple () menu > System Preferences, click Date & Time, then select “Set date and time automatically”. Click Time Zone and make sure that you set the Date, Time, and Time Zone correctly. 
  3. Make sure that you have the latest software.

If your camera or microphone doesn’t work

  1. Choose FaceTime > Quit FaceTime from the menu bar. Then open FaceTime again. 
  2. Choose Apple Apple menu menu > Restart, then click Restart in the alert message that appears.
  3. Close FaceTime. Then see if your camera works in another application. For example, click Spotlight icon, in the upper-right corner of your screen, to search your apps, then enter Photo Booth.
  4. If you have multiple cameras or microphones connected to your Mac, open FaceTime and choose Video in the menu bar. Then make sure that you selected the camera and microphone that you want to use with FaceTime.

If you need help with your connection or call quality

A slow or busy Wi-Fi network might cause issues with your FaceTime call. If you notice issues like connection alerts or low-quality audio or video, make sure that you and your recipient have a fast Wi-Fi or cellular connection. For example, you can check if someone on your Wi-Fi network is streaming content, which might slow down your connection. For a call over Wi-Fi, FaceTime requires a broadband connection. 

Do you have questions about your Internet speed? If so, contact your Internet service provider.


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