I can't see the other person when using facetime but they can see me just fine, how can i fix this?

When I use facetime with my fiance on my brand new macbook air she can see me but I can't see her. Please help me remedy this problem, I have verified that I am logged into facetime and connected it with both my ipone5 and my email but haven't seen any changes.  It is a 1 week old macbook air and I'm assuming it has the latest iOS installed but don't know how to check as this is my first Macbook.  Thank you for your help

Frogmanian wrote:
It is a 1 week old macbook air and I'm assuming it has the latest iOS installed but don't know how to check as this is my first Macbook.
MacBook Air does not run iOS.  It runs OS X (pronounced as in OS - ten).  You can check which version you have by clicking the Apple logo in the upper left of the menu bar, then "About This Mac".  The current version is OS X 10.8.4.  If you do not have that version, you can click "Software Update" just below the "About This Mac" entry under the Apple logo.
Anyway, typically, the reason for the FaceTime behavior you're describing is a less-than-robust internet WiFi connection.

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