Published: Mon, May 07, 2018
Science | By Celia Watts

Apple replacing some iPhone X units plagued with Face ID issues

Apple replacing some iPhone X units plagued with Face ID issues

Apple has reportedly directed its service providers to run audio diagnostics on the affected devices and ask users to manually disconnect any audio accessories connected to their iPhone to replicate the problem. If the tests find nothing with the camera, Apple workers are being instructed to give the iPhone X owner a new device. According to a support document addressing the service providers obtained by 9to5Mac, Apple wants its technicians to run diagnostics to find a problem with the Face ID and see if the issue can be resolved with a rear camera fix.

What's puzzling about it is that the fix procedure involves fixing the rear camera, which has nothing to do with Face ID. With that said, given that the iPhone X is still well under a year old, getting a repair/replacement for a malfunctioning Face ID shouldn't be a problem for customers. for now. Users see a grayed out speaker button during the call.

It's not even clear what the link is between the rear dual lenses and Face ID.

Based on the new directions from Apple, the service providers will first need to perform diagnostics on the iPhone X rear camera in an attempt to fix the system and resolve the issue.

When that happens, you may expect the front-facing TrueDepth camera or the display in its entirety to be replaced, but for some reason, authorized service providers are now advised to try repairing the rear shooter first. But, if the issue persists, as a last resort they are authorized to replace it with a new unit. There have been instances where users explained that features like pano, slow-mo, and time-lapse still worked, while others did not. The front-facing camera works perfectly. That same user saw a message each time they tried to use Face ID that said, "Face ID is not available, try again later".

In due course, the user had got his unit replaced with the new device by an Apple Store. Whilst in the process of replacement, the worker has clarified the matter and said that the Face ID's True Depth camera along with also the telephoto camera lens in the back are linked: "I had been speaking to the Genius Bar guy and he explained that the cameras are linked".

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