Apple sends document to authorized service providers telling them how to deal with Face ID issues

Apple has reportedly sent a document to authorized service providers outlining what they should do when an iPhone X owner has issues with Face ID. The first step that Apple recommends is a diagnostic test to see if there is a problem with the rear camera on the device. Wait! We know exactly what you're thinking; doesn't Face ID have to do with sensors found on the front-facing TrueDepth Camera? And you'd be exactly right. However, there does appear to be some connection between a rear camera failure on the tenth anniversary model, and the failure of Face ID to work correctly. Why the rear camera? According to a Reddit user who had a problem with the Face ID feature on his iPhone X, the guy at the Genius Bar told him that the rear facing cameras are connected to the TrueDepth Camera.

If the diagnostic test doesn't show any damage to the rear camera, Apple has instructed the service providers to replace the user's iPhone X for a new phone. And the steps that authorized service providers are being asked to take (diagnostic test first) also applies to the Genius Bar inside Apple Stores. The company says that it is requesting that the test be done "in order to provide the best customer experience."

The document was obtained by 9 to 5 Mac and puts into writing Apple's request that the rear camera be checked out for a Face ID issue before a new Apple iPhone X is given out as a replacement. Just yesterday, another letter from Apple to authorized service centers was leaked, revealing that Apple is aware of a problem with the iOS 11.3 update that broke the microphones on the iPhone 7 and iPhone 7 Plus.

source: 9to5Mac, Reddit

Related phones

iPhone X
  • Display 5.8 inches
    2436 x 1125 pixels
  • Camera 12 MP (Dual camera)
    7 MP front
  • Hardware Apple A11 Bionic, 3GB RAM
  • Storage 256GB, not expandable
  • Battery 2716 mAh
  • OS iOS 13.x



20. Scott93274

Posts: 6044; Member since: Aug 06, 2013

Damn man, I'm at the point to where I wouldn't mind a phone that's behind the curve in regards to tech if it means I never have to worry about stupid issues like this. Google seems to be doing a lot better in regards to executing new features in a smartphone, but they still suck, even now in regards to power consumption and making good on their promise of reasonable battery life.

19. iCloud

Posts: 128; Member since: May 15, 2014

I wonder if the back camera also takes a picture when face id is used. Maybe to base the location or another way to spy on us.

15. cmdacos

Posts: 4412; Member since: Nov 01, 2016

Mindnumbingly bad decision to link the two cameras...

14. japkoslav

Posts: 1553; Member since: Feb 19, 2017

Oh noes Apple is facing an issue.

13. Cat97

Posts: 2056; Member since: Mar 02, 2017

The Face ID probably uses some of the rear camera's electronics like memory or some specialized integrated circuits to perform some of its functions.

7. SaRPeR

Posts: 171; Member since: Mar 02, 2017

Wrong... Apple does not replace with new phones. The phones Apple gives as replacement are REFURBISHED.

6. tedkord

Posts: 17519; Member since: Jun 17, 2009

I wonder why the cameras are connected in such a way that one failing throws the other off? I'd be curious to know what the reasoning was.

5. Nimbus

Posts: 442; Member since: Apr 02, 2018

Alan why using that proof video of that kid face iD image making iphone x face id bypass as a thumbnail to ur article just because u couldn't find better one?Really pathetic Alan Frieman your is level of journalism is really worst.

2. Tipus

Posts: 914; Member since: Sep 30, 2016

Bulls**t, iphones don't have any issues!! :)))

4. NateDiaz

Posts: 1094; Member since: Mar 03, 2018

But you have some serious issues, see a doctor.

1. Finalflash

Posts: 4063; Member since: Jul 23, 2013

Wow, good thing Apple made iPhones unrepairable. Wonder if they charge for out of warranty.

8. whatev

Posts: 2456; Member since: Oct 28, 2015

Where did that nasty apple employee touch you?

12. TechSceptic

Posts: 1156; Member since: Feb 05, 2018

Where have you let the Apple employees touch you? Everywhere?

16. whatev

Posts: 2456; Member since: Oct 28, 2015

None of them have ever touched me, he’s got a serious psychological trauma with apple, and I believe is because someone at an apple store molested him, you suffer from the same trauma too, get some psychiatric assistance please

21. sgodsell

Posts: 7659; Member since: Mar 16, 2013

Whatev do you honestly believe it cost over $500 to fix the glass back of an iPhone X? Or over $400 to fix the glass back on an iPhone 8 plus. What good is great service at Apples unrepairable price lists. It's really a moot point when it comes to great service from Apple. Nothing like Apple raping your wallet for your hard earned cash. You can buy a laptop for those prices. No wonder why Apple is growing in services.

23. Man_Utd

Posts: 190; Member since: Feb 03, 2015

You don't become the wealthiest company by looking out for customers

26. Finalflash

Posts: 4063; Member since: Jul 23, 2013

You can actually, because during Jobs' days they kind of actually cared about product perfection and consumer satisfaction. Cook though only cares about the next quarter rather than the next decade. So they're squeezing all the suppliers and iFans for everything they can. All the while using their cash pile to pay investors more money to keep the stock price pumped (since that is what Cooks bonus is based on).

27. whatev

Posts: 2456; Member since: Oct 28, 2015

They don’t fix it, they replace the phone with a new one and that’s why the cost is that high

31. rouyal

Posts: 1603; Member since: Jan 05, 2018

How much does it cost to repair the S8 or S9?

28. sissy246

Posts: 7129; Member since: Mar 04, 2015

Must be the same place the Samsung employee touched you.

30. whatev

Posts: 2456; Member since: Oct 28, 2015

I’m not living on Samsung articles just like you do on apple ones sweetie, go take care of your husband or maybe other girl will do it for you

* Some comments have been hidden, because they don't meet the discussions rules.

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