So here’s another client story for you all.
A user got a new home computer, and an iPhone 5. She was very excited to start using FaceTime and iMessages to communicate with her kid. The son had an iPod Touch with FaceTime and the client wanted to be able to message him while she was at work. But alas FaceTime would not work on her semi-new iMac in her office.
Frustrated she called our company. “Why doesn’t this work? I keep putting in the right password and it complains about the network.”. So I head over thinking about the possible issues. Other users in the office were on FaceTime and iMessages, so it couldn’t be the network itself. I’m sure the user is just typing her password wrong, but then again that would have prompted a “wrong password” error message.
At the client, I sit down and start getting to work on it. I make sure the password provided is correct, and I run all the usual checks – log in/out of iCloud, Disk Permissions, Disk Warrior to no avail. I then try FaceTime in another user account with my own personal FaceTime account (knowing that my account works), and again “FaceTime could not sign-in please check your network connection”.
So I open up Console.app. What is going on here? I keep seeing
apsd: Certificate not yet generated
Ok, so how is the certificate generated. FaceTime and iMessage certificate requires the hardware serial of the machine to be made. So I look at past work tickets to see that the logic board has been replaced on this iMac, due to a fault firewire port. A replacement logic board requires the serial number to be reentered into the machine. I open up “About this Mac” – click to see the serial number is blank!
Luckily because I have access to some confidential Apple tools, I was able to get a tool to reserialize the logic board. Once that was done, guess what FaceTime logged in!
Such a strange scenario, but definitely a learning experience worth sharing.