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Get help signing in to FaceTime, Game Center, Messages

Symptoms

In rare situations, when you try to sign in to FaceTime, Game Center, or Messages with your Apple ID you may receive one of the following alerts:

  • "Could not sign in. Please check your network connection and try again"
  • "Could not sign into Messages. Please check network settings and try again"
  • "There was an error processing registration"
  • "The requested operation could not be completed due to an error communicating with the server"
  • "Your Apple ID is protected with two-step verification"

Resolution

Check your Internet connection

Make sure that you have an active Internet connection.

Check your Apple ID

Make sure that you're using a valid Apple ID at My Apple ID. You can also create an Apple ID or reset your password from My Apple ID. You should also check these things while you're signed in:

  • Make sure that the email address for your Apple ID has been verified.
  • Check your email address:
    • Check the spelling of the email address.
    • Make sure that all letters are lower case.
    • Make sure that special characters are correct (for example, no commas (,) where there should be full stops (.)).

Note: You might experience issues if your email address is associated with more than one Apple ID. If you have multiple Apple IDs, log in to My Apple ID with each Apple ID and confirm that each email address you wish to use for FaceTime or Messages is associated with only a single Apple ID.

Set up an app-specific password

If you're using two-step verification, you might need to sign in to iMessage or FaceTime with an app-specific password. Use the steps below to generate an app-specific password:

  1. Go to My Apple ID.
  2. Select Manage your Apple ID and sign in.
  3. Select Password and Security.
  4. Click Generate an App-Specific Password and follow the steps on your screen.

After you generate your app-specific password, enter or paste it into the password field of the app.

Check your settings

Make sure the date, time, and time zone are set correctly in Apple menu > System Preferences > Data & Time. You can also select "Set date and time automatically" to automatically keep this information accurate.

If third-party firewall or port filtering software is installed, it needs to be configured to allow connections to apple.com, verisign.com and verisign.net. See the list of ports required to use FaceTime and Messages and get help using FaceTime and iMessage behind a firewall.

If your /private/etc/hosts file has been modified, make sure that it isn't interfering with communications to apple.com, verisign.com, or verisign.net servers. Some third-party software installers may modify the /private/etc/hosts file without alerting you. Get help resolving issues with a /private/etc/hosts file using the "Blocked by configuration" steps.

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.
Last Modified: Oct 20, 2014
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  • Last Modified: Oct 20, 2014
  • Article: TS3970
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