Published: Tue, May 08, 2018
Science | By

Apple will fix or replace iPhone X's with Face ID issues

Apple will fix or replace iPhone X's with Face ID issues

"As for advising service providers to try fixing the rear camera first, that is something of a technical mystery".

Apple has given its Genius tech support and third-party fix centers permission to issue complete iPhone X replacement units, after identifying a frustrating issue with its Face ID system.

Apple has sent out a letter to Apple Authorized Service Providers network, confirms the fact that the company is aware of the issue.

The new guidelines to check the iPhone X Face ID issue also applies to the Genius Bar inside the Apple Stores.


According to a Reddit user, there could be some connection between the functioning of the iPhone X's camera and front TrueDepth system, but what is it, is not clear. Again, it's a complex system, and it's evidently one that can be repaired relatively easily, or not at all.

Apple is said to have admitted that a major bug exists in some of its iPhone 7 and 7 Plus models. Key sources also indicate that the iPhone X has become the world's most popular handset in the first quarter of 2018. The telephoto lens wasn't working, hence the problems with Face ID. MacRumous grabbed a document that Apple shared with the service outlets, explaining the issue. The lenses differ on what they do. If not, Apple is asking for a "whole unit replacement" rather than a same-unit display fix. The problem is not believed to be especially widespread, but is still significant enough that Apple has issued specific guidance for those trying to troubleshoot it. Strangely, the fix has to do with the device's rear camera which doesn't technically have anything to do with Face ID.

The Reddit post highlighted that the rear camera's panorama, slow-mo and time-lapse worked while the rest of the features failed to respond. Service providers will run audio diagnostics and if the message "device could not detect dock" or "accessory not supported" pops up then further work is required. Interestingly, the company might offer a free warranty for the devices that are not under warranty but are affected by the issue.

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