iPhone Facetime issues

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iOS & iPadOS

My friend was FaceTiming me and it showed paused on his phone and I never pressed any button on my phone. My phone showed a frozen picture of him. What does this mean?

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Submitted by Fatima.Hamoud10 on Monday, December 5, 2016

Try the following steps:
1. Make sure that you and your friend are connected to a WiFi or cellular network.
2. Sign out of FaceTime.
3. Sign in again using the same Apple Id.
4. Restart your iPhone if necessary.
5. If you have iOS 10, you can delete and reinstall the FaceTime app. In iOS 10, Apple added a new feature where you can delete the built-in apps and reinstall them from the app store.
6. Just go to the App store and search for FaceTime, and you'll be good to go.
7. Sign in to FaceTime with your Apple Id if necessary.
8. Try calling your friend on FaceTime and see if you get the frozen picture again.
9. If the issue still occurs, contact @AppleSupport.
Hope this helps and good luck!

Submitted by Usman on Monday, December 5, 2016

Just to clarify, you can't actually delete native built in apps, it merely hides them. so hiding it and making it re-appear may not work.

Submitted by Dawn 👩🏻‍🦯 on Monday, December 5, 2016

You may have thought about this already, but I'd check your connection with wi-fi. I'm only thinking of that, is because, we live out in the boonies. So as a result, the connection is... a little crazy. In my house, we have dead zones & I know one of the last times I FaceTimed with my brother, the connection dropped when I was talking to him & when I was waiting for him to answer the call. I tried with Messenger video calling & still had issues even after trying multiple times wijh both apps.

Also, I would move to another location in your house & FaceTime your friend & see if you get a better connection. Or just go to your wi-fi settings, & press the button to toggle it. But do it from settings not control center as it will not work in control.

Good luck & hope this stuff helps.

Submitted by AnonyMouse on Monday, December 5, 2016

Member of the AppleVis Editorial Team

Well, kind of depends on the situation. It almost sounds like a connection lag. This can happen when the bandwidth has slowed down enough to cause various problems like this. A poor connection or
a latency will do this. If you are using cell service then the quality of the bandwidth will depend solely for that cell tower and the traffic that is on it. If you are on wi-fi then it is one of you that have an issue. Again, this could be caused by something on the wi-fi that is slowing your communication between you. I have seen this occur when the party is using a slow internet connection or have a long latency. As mentioned above. Yes, try moving around to get closer to the wi-fi rounter or make sure nobody in the house is hogging the bandwidth with like Netflix or something. However, I have seen this happen with both party with good wi-fi but there seems to be some traffic congestion between you and the party. Which would be nothing you can do.

I'm sure that isn't what you were seeking for but there isn't that much in the way that I know that could easily cure the problem. I've never seen the solutions to having to delete the Facetime and installing it back. Although, never say never. I've seen weird things like that work in the past with other issues. Hopefully, someone else here would have a better solution. Good Luck!

HTH