iPad Pro 1st Gen with iPadOS 16.7.10 cannot connect to FaceTime or Messages

Question

Level 1

4 points

iPad Pro 1st Gen with iPadOS 16.7.10 cannot connect to FaceTime or Messages

Just for the last two days my iPad Pro 1st Gen (yes, it's updated to the latest iPadOS 16.7.10) is unable to connect to FaceTime or Messages. I noticed the issue for the first time when my send messages were not going through 2 days back.

So, I checked all the steps listed on the support pages: If you can’t turn on or sign in to iMessage or FaceTime on your iPhone - Apple Support and If you can’t turn on or sign in to iMessage or FaceTime on iPad, Mac, or Apple Vision Pro - Apple Support.

Since I turned off both the FaceTime and Messages on the iPad (as the above pages recommend), I am not able to sign in at all (I use my email login -- this AppleID works on my other devices Mac and iPhone). The error I'm getting is for FaceTime (unable to contact the FaceTime Server) and for iMessage (unable to contact the iMessage Server).

Just to reassure: my timezone is set correctly, there's no VPN configured on the iPad, the wifi works fine for everything else including accessing iCloud, AppleID etc.), and I also signed off the main AppleID from the device and re-signed back without any issue ... and I've restarted the device several times (both a soft power down and the hard restart, where you hold both the power and home key down till the iPad recycles).

Need guidance on what's amiss.

iPad Pro, iPadOS 16

Posted on Nov 22, 2024 9:44 PM

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Answer 1

Nov 23, 2024 6:46 AM in response to SunnyPgh

You may have covered some of this already...

If your iPad is not operating as expected, begin with a forced-restart - as this will often clear an isolated software issue:

Force restart iPad (models with the Home button)

Press and hold the top button and the Home button at the same time. When the Apple logo appears, release both buttons.

If the problem persists after performing the restart, it may be necessary to reset your iPad settings. While this reset will not cause any loss of data, as a precaution, it is always wise to ensure that you have a current iCloud or iTunes backup before performing the reset:

How to back up your iPhone, iPad, and iPod touch - Apple Support

When you are happy to proceed, you can perform the reset from iPad settings:

Settings > General > Transfer or Reset iPad > Reset > Reset All Settings

If the problem still doesn’t clear, the next step is to reset the iPad to factory settings:

Restore your iPhone, iPad, or iPod to factory settings - Apple Support

Otherwise, you would be best advised to seek assistance directly from Apple Support. You can contact the Support Team using the Support link at top-right or bottom-left of this page. Alternatively and perhaps easier, you can initiate and manage your support cases using the excellent Apple Support App. If not already installed on your iPad, the App can be downloaded from the App Store:

https://apps.apple.com/app/apple-support/id1130498044

You might also visit the Genius Bar at your local Apple Store or Apple Authorised Service Provider (AASP) - where the technicians will be able to assist with troubleshooting:

Genius Bar Reservation and Apple Support Options - Apple

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Answer 2

SunnyPgh Author

Level 1

4 points

Nov 23, 2024 2:28 PM in response to LotusPilot

Thanks for the response.

I called Apple Support and they walked me through the factory reset and getting the iPad restored by connecting to my Mac: first step to install the factory settings & latest iPadOS (and then check if iMessage and FaceTime were working -- which it passed) and then restore my iPad's backup (I'd backup up my iPad to my Mac before calling Support).

This backup restore step took nearly 2hrs and I was getting nervous it'd bring back the issue. The support advisor did mention that might be a possibility. In that case, I'd have to go back to step 1 (install factory settings & latest iPadOS) and then manually install & configure the iPad apps. Luckily, I didn't need to that -- after the backup restore and sync with the Mac was completed, FaceTime & iMessage still worked!

The support team was awesome and patient -- even though they needed to pass me upwards 2 levels to get to the senior support adviser who felt confident -- not 100% though ;-) -- that the above steps would resolve the issue.

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Answer 3

Nov 23, 2024 2:32 PM in response to SunnyPgh

Thank you for the update. I'm delighted to learn that you Apple Support were able to guide you to a successful recovery.

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