iPhone SE (2020) an apple support technician has enrolled this iphone into a diagnostic session.

[lab_rat]

Hi

I have an issue and I would like some guidance on.

I purchased a brand new iPhone SE and under anayltics it pops up “an apple support technician has enrolled this iphone into a diagnostics session” “start diagnostics with apple support”

Now this phone is straight out of the box so has not had any contact with apple. I confirmed it was brand new and never used by the following information.

1) Phone was sealed

2) SnDeep shows the phone was manufactured in October 2021 (2months ago)

3) The battery was charged to 90% on the 18th October 2021

4) The anayltics log shows information for the above date and todays date when i turned it on, so phone has not been used since leaving factory at manufacturing date

5) Apple warranty site shows phone was not activated before I opened it, when I activated it the site updated to show todays date.

So all this points to a brand new 2 month old phone but how come I have been enrolled into a diagnostic session when its a brand new phone?

EDIT: I have factory reset the phone and it has not fixed it, it goes away for a few minutes then comes back.

 

[hg.wells]

I would give Apple support a call, sounds like another customer could have potentially given them the wrong serial number.

 

[lab_rat]

I would give Apple support a call, sounds like another customer could have potentially given them the wrong serial number.

I would give Apple support a call, sounds like another customer could have potentially given them the wrong serial number.

I want to avoid contacting apple as this phone is only going to be used for calls/messages and nothing else so won’t have an apple id etc etc.

If another customer has given this serial number to apple can that cause problems for me? Can my phone be assessed by a third party?

I guess I am just worried that if its linked to another customer will it cause problems down the track for me.

Or is just a matter of another customer asking for a support request and when they could not run the diagnostics the customer relised and they put the correct one in but then leaving mine pending?

Long story short, will it cause me grief down the track? Really want to avoid contacting apple then raising an actual case against this phone..

 

[chscag]

You have 14 days to return the phone. Return it and get another. Problem solved.

 

[ian87w]

I want to avoid contacting apple as this phone is only going to be used for calls/messages and nothing else so won’t have an apple id etc etc.

If another customer has given this serial number to apple can that cause problems for me? Can my phone be assessed by a third party?

I guess I am just worried that if its linked to another customer will it cause problems down the track for me.

Or is just a matter of another customer asking for a support request and when they could not run the diagnostics the customer relised and they put the correct one in but then leaving mine pending?

Long story short, will it cause me grief down the track? Really want to avoid contacting apple then raising an actual case against this phone..

Why don’t you want to call Apple? Apple doesn’t care in how you use the iPhone.

Or like another poster said, just return it and get a new one.

 

[HalfFullmoon]

If you don't want to return, then proceed with the diagnostics with Apple support and let them know you didn't start it. Problem solved.

 

[ericwn]

Well it’s Apple’s cloud service for diagnosing so there’s probably nothing one can do on the device that would “solve” this - other than speaking with Apple.
I do find an iPhone without Apple ID even for contact syncing rather strange, but to each their own.

 

[lab_rat]

You have 14 days to return the phone. Return it and get another. Problem solved.

Purchased from one of the major Australian retailers (JBHIFI) they only offer returns if its actually faulty.

Also, there is no apple stores with 300KM of me and the closet one doesn't have stock.

It took me 20 phones calls to find stock and this was the last one. Seems there is a massive shortage of these in Victoria, Australia.

I know the phone is brand new (all the data I can see confirms this) and its working fine so there is no reason to return it anyway.

The message sometimes appears and then it doesent.

Here is the big question nothing can happen till I press “start diagnostics” can it?

So really its just an annoyance rather than a problem, but what I really need to know is, can anyone access my phone? Can another customer claim my phone?

REMEMBER: My phone prior to this new one had the same issue, so knowing my luck it will probably happen again so its to much of a hassle.

Also in relation to no apple id for syncing, its a “on call” phone so doesent have any contacts stored in it and all apple apples deleted, it literally has a couple of default apps on it.

 

[HalfFullmoon]

REMEMBER: My phone prior to this new one had the same issue, so knowing my luck it will probably happen again so its to much of a hassle.

So, this is something related to what you are doing, and not the phone, provided everything you told us is correct.

 

[Taz Mangus]

Purchased from one of the major Australian retailers (JBHIFI) they only offer returns if its actually faulty.

Also, there is no apple stores with 300KM of me and the closet one doesn't have stock.

It took me 20 phones calls to find stock and this was the last one. Seems there is a massive shortage of these in Victoria, Australia.

I know the phone is brand new (all the data I can see confirms this) and its working fine so there is no reason to return it anyway.

The message sometimes appears and then it doesent.

Here is the big question nothing can happen till I press “start diagnostics” can it?

So really its just an annoyance rather than a problem, but what I really need to know is, can anyone access my phone? Can another customer claim my phone?

REMEMBER: My phone prior to this new one had the same issue, so knowing my luck it will probably happen again so its to much of a hassle.

Also in relation to no apple id for syncing, its a “on call” phone so doesent have any contacts stored in it and all apple apples deleted, it literally has a couple of default apps on it.

Not sure what you are looking to hear. If you are concerned about why your brand new iPhone is asking you to start diagnostics, call Apple Support. They can probably answer that question. And yes, you can just ignore the start diagnostic. I am curious, since your phone is pretty much in a factory state, if you do a Erase All Contents, is the start diagnostics still asked? That is what I would do. Just a thought.

 

[Fred Zed]

What a mess 🤣

 

[lab_rat]

Not sure what you are looking to hear. If you are concerned about why your brand new iPhone is asking you to start diagnostics, call Apple Support. They can probably answer that question. And yes, you can just ignore the start diagnostic. I am curious, since your phone is pretty much in a factory state, if you do a Erase All Contents, is the start diagnostics still asked? That is what I would do. Just a thought.

Yes. Factory reset and message still appears, some times its instant other times it appears after a minute or so.

I will just ignore it for now as I know the phone is brand new, if it keeps bugging me I will just call apple but don’t see the need at the moment.

I mentioned that the phone before this did the same thing and someone said it must be something I am doing.

Don’t see how turning the phone on and deleting default apps would do this as I only use it for calls/messages.

Now that I think about I remember I had something like this happen with another iphone purchased from officeworks a year or so ago and I remember returning it for a refund.

So I am leaning towards apple support misshearing a serial number from another customer and mixing up the digits and just by luck it matches me new phone twice!

I just checked the apple warranty page and it says warranty started yesterday and phone support till april so that just proves its a non issue and more of an annoyance.

Just annoying when this happens, never know my ipad could do the same in the future due to a support error in the future !

EDIT: The only thing I can think of is apple has picked up my phone number from previous cases and everytime I have put my sim in the phone it registers the new device for diagnostics but don’t think they use numbers, only serials and imei

 

[saber32au]

So I am leaning towards apple support misshearing a serial number from another customer and mixing up the digits and just by luck it matches me new phone twice!

I'd say the chances of that happening and very slim, especially given you've purchased phones from 2 different retailers (yet you still see the same message).

Why the apprehension in calling Apple support to resolve your query (especially given you've made 20 calls to check phone stock)? Just call up Apple support, tell them the problem and get them to fix it.

 

[lab_rat]

So I rang apple, what a waste of 27 minutes. This is what they told me.

1) They can’t tell me why it is showing up

2) They can’t even check any previous diagnostic requests

3) The apple person said its strange as when support run diagnostics they don’t even use the serial or imei so it can’t be entered incorrectly for other customers as diagnostics are all run through the apple id attached to the device.

In summary, they could not give me an answer. Darn south east call centres have no idea !

They said we can’t help you as you don’t have an apple account! I know heaps of people with iphones and no apple id’s, so does that mean they can’t even get support!

 

[iDron]

Why don't just make a throw-away Apple ID for gods sake?

 

[lab_rat]

Why don't just make a throw-away Apple ID for gods sake?

Because I shoulden’t have to give my details to apple, they sell a product that doesent force you to use an apple id so they shoulden’t expect people to !! Simply as that! (Personal Choice)

Seems this forum just want to keep asking me signup to an apple id when I don’t want to. I shall depart this forum now!

 

[saber32au]

Because I shoulden’t have to give my details to apple, they sell a product that doesent force you to use an apple id so they shoulden’t expect people to !!

You don't need to provide personal information; you can make it all up (including purchasing a cheap sim card with a temp phone number and a throw-away email address. See websites like "temp-mail" for more info). The purpose of creating the throw-away apple ID is to get to the bottom of why you're recieving this message. You don't need to create an Apple ID to make calls and send SMS messages.

You have a few ways to resolve your problem:
* Make the throw-away apple ID and call support again (as painful as that may be)
* Go back to JB and swap the phone (speak to the person face to face helps)!
* Live with the problem.

 

[lab_rat]

Just coming back for a final update…

I called back and spoke to another apple care person and they said the previous operator was totally wrong about diagnostics etc etc.

They said a tech support person has simply entered the wrong serial number when starting a remote diagnostics case.

They said they can’t cancel the pending request but to simply ignore it as it does not cause any problems and no diagnostics can be done unless I start them.

So case closed, and I will just have to control my OCD..

Sorry for all the dumb questions and wasting peoples time.

 

[iDron]

Are you sure you called Apple? I would not expect such a reply from them, and I would not accept such a product that gives me random warnings.

 

[jettboyz]

Hi

Just thought I would add to this and ask for some advice.

I had this happen on a brand new iphone so it was replaced, then it happened with the new one, that was replaced, then it happened again and again.

So the last 4 iphones have had this pop up on first use. No apple ID was used on the phones so nothing can tie the phone to me apart from the phone number.

The phones were manufactured within the last four months so there brand new phones, sealed in box and never activated before I did.

So is this something apple is doing for all phones? To have 4 phones have this pop up on first use and never had an apple id linked seems weird. I have seen a few post about it but nothing solid.

I understand support can enter a wrong serial by mistake when dealing with another customer but for in a row seems to much of a coincidence.

Thanks….

 

[ericwn]

Hi

Just thought I would add to this and ask for some advice.

I had this happen on a brand new iphone so it was replaced, then it happened with the new one, that was replaced, then it happened again and again.

So the last 4 iphones have had this pop up on first use. No apple ID was used on the phones so nothing can tie the phone to me apart from the phone number.

The phones were manufactured within the last four months so there brand new phones, sealed in box and never activated before I did.

So is this something apple is doing for all phones? To have 4 phones have this pop up on first use and never had an apple id linked seems weird. I have seen a few post about it but nothing solid.

I understand support can enter a wrong serial by mistake when dealing with another customer but for in a row seems to much of a coincidence.

Thanks….

You should collect the serial numbers in question and reach out to Apple and speak to a higher level person for some investigation.