Can only see recipient FaceTime video if I share screen

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Can only see recipient FaceTime video if I share screen

Hi, my issue is with a FaceTime call from an M1 iPad Pro to MacBook Air.

My recipient can see my video (which I can also see in the corner of my screen) but I only see the initials of their contact and no video. They can see their own video in the corner of their screen.

Now here is where it gets strange. If I turn on screen share I can see my recipients video taking up most of my screen and my own video in the bottom corner.

This suggests that their video is working ok and is being received my my iPad but not show it the normal window.

It is only happening with one contact, I have normal FaceTime calls with other contacts and have normal calls with this specific contact if they pick up on their phone.

Any ideas anyone?

iPad Pro, iPadOS 16

Posted on Dec 5, 2022 1:59 PM

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Answer 1

ColleenD1

Community Specialist

Dec 7, 2022 3:38 PM in response to Niall101

Hi Niall101,

Welcome to Apple Support Communities. We understand that you're having an issue with a FaceTime video call with one contact. We'd like to help.

Does this happen on all networks or just one specific connection? Ruling out your current network connection can be helpful. Check out the steps below to see if it helps:

If you can't make or receive a FaceTime call on your iPhone or iPad

You need a cellular or Wi-Fi connection to use FaceTime on your iPhone or iPad. Otherwise, you might have issues for one of these reasons.

Check whether a FaceTime feature is available

* FaceTime and FaceTime audio calling might not be available for all countries, regions, or carriers.

* Call forwarding isn't available with FaceTime.

* A FaceTime call can't be switched into a phone call or a FaceTime audio call. To do this, end the current call and then make a new call.

* Make sure there isn't a FaceTime outage.

Update your FaceTime settings after you set up a new device

If you experience issues with receiving a FaceTime call after set up, update your device with the following steps:

1. Update your device to the latest version of iOS or iPadOS if needed.

2. In the Settings app, tap Cellular. Make sure that your phone line turned on. If you use multiple SIMs, make sure that the phone number you want to use is selected and turned on.

3. In the Settings app, tap FaceTime. Turn FaceTime off and then back on.

4. Tap the phone number that you want to use with FaceTime.

If you have issues with Messages after you set up a new device, you can also update your Messages settings.

Use a fast connection to avoid sound quality issues with FaceTime

If your cellular connection or Wi-Fi network runs slowly, or other users stream audio or video on the same Wi-Fi network, you might have these issues:

* Connection alerts or unable to connect

* Choppy video calls

* Black screen

* Dropped calls

Make sure that both you and the person that you call use a fast Wi-Fi or cellular connection. If you use Wi-Fi, FaceTime requires a broadband connection.

If you're still having issues after this, connecting with Apple Support may be the best next step. You can start that conversation here: Contact - Official Apple Support

Take care!

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Can only see recipient FaceTime video if I share screen

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