After investigation, we found out it was due to iOS restrictions that disabled FaceTime. My aunt recently updated her iPhone to iOS 7 and in doing so discovered she was no longer able to make FaceTime calls. Sun update: thanks to all commenters giving feedback, the instructions below are proven to work from iOS 7 up to iOS 12.2. Thanks to Gareth Watts, pinfinder version 1.7.0 released on Fri works with iTunes encrypted backups (decryption password must be known) for an iOS 12 device.
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