Apple Acknowledges Microphone Issue With Some iPhone 7 and 7 Plus Models on iOS 11.3 and Later [Updated]

Discussion in 'MacRumors.com News Discussion' started by MacRumors, May 4, 2018.

  1. MacRumors macrumors bot

    MacRumors

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    Apple has acknowledged a microphone issue affecting a limited number of iPhone 7 and iPhone 7 Plus models running iOS 11.3 or later.

    [​IMG]

    In an internal document distributed to Apple Authorized Service Providers this week, obtained by MacRumors, Apple said affected customers may experience a grayed-out speaker button during phone calls. The issue may also prevent affected customers from being heard during phone calls or FaceTime video chats.

    Apple Authorized Service Providers have been instructed to first ask customers to disconnect or power off any Bluetooth headsets or other audio accessories connected to their iPhone to see if that alleviates the problem.

    If the speaker button remains grayed out during a call, the service providers have been instructed to run audio diagnostics. Affected devices will display a "device could not detect dock" or "accessory not supported" alert in the diagnostic pane, in which case the service provider can initiate a repair for the iPhone.

    If an affected iPhone 7 or iPhone 7 Plus is no longer covered by warranty, Apple says its service providers can request an exception for this particular issue. Apple's document does not specify if the repairs will be completed free of charge, but it seems likely given the circumstances.

    While this does not appear to be a widespread problem, there are have been some complaints about microphone issues on iOS 11.3 scattered across MacRumors, Reddit, Twitter, and the Apple Support Communities in recent months.

    It's unclear why iOS 11.3 and subsequent software versions are unintentionally disabling microphones on some iPhone 7 and iPhone 7 Plus units. Apple mentions that some of the devices may require a repair, suggesting the software update could somehow be causing a hardware defect, but information is lacking.

    Affected customers can schedule an appointment with an Apple Authorized Service Provider or with the Genius Bar at an Apple Store via the Contact Apple Support page: iPhone -> Repairs & Physical Damage -> Unable to Hear Through Receiver or Speakers -> Built-in Speaker -> Bring In For Repair.

    Apple has not confirmed this issue publicly, but MacRumors has verified the document's authenticity with a reliable source. However, outside of our control, some Apple employees may be unaware of or deny the information. In that event, we recommend escalating your case to a senior AppleCare advisor if possible.

    MacRumors has reached out to Apple for clarity on this issue. If and when we hear back, we'll update this article.

    Update: Apple appears to have stopped offering that exception as of mid July 2018.

    Article Link: Apple Acknowledges Microphone Issue With Some iPhone 7 and 7 Plus Models on iOS 11.3 and Later [Updated]
     
  2. ctg7w6 macrumors 6502

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    #2
    The biggest issue for me has been that if there is even a minuscule amount of wind, people can’t hear me talk. In fact, I bought an SE just for this reason. I have since upgraded to a X, but my wife still has the 7 plus and I can’t hear her if there is even a little bit of wind.
     
  3. coolsean20 macrumors regular

    coolsean20

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    Apr 23, 2014
    #3
    This happens to me on my iPhone X. The person I’m talking to won’t be on speaker, but the speaker button looks as if it is on.
     
  4. RobaxMan Suspended

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    May 1, 2018
    #4
    iOS 11 - when will it ever end - in the mean time, loving the iPhone 7 on 10.3.3.
     
  5. KennyR31 macrumors newbie

    Joined:
    Nov 10, 2015
    #5
    I have noticed this exact issue with my X as well but I haven’t noticed if the speaker icon is grayed out. ‘Hey Siri’ doesn’t even work for me even after setting it up numerous times.

    Does your Hey Siri work?
     
  6. flyinmac macrumors 68040

    flyinmac

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    #6
    Fortunately haven’t experienced this on my iPhone 7 with iOS 11.3.
     
  7. C DM macrumors Sandy Bridge

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    Oct 17, 2011
    #7
    Yeah, there totally weren't/aren't any issues with iOS 10.
     
  8. suhail321 macrumors newbie

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    May 4, 2018
    #8
    --- Post Merged, May 4, 2018 ---
    i have been experiencing this from the last couple of weeks. sometimes the microphone, earpiece, headphones do not work, neither during call nor microphone works with siri or recorder but after lot of restarts it starts working again like a charm. Tried refreshing, DFU restore but dint helped. I was thinking of going to the Apple Service Centre tomorrow but now i am in a dilemma that if i should wait for an update or visit service centre.
     
  9. JMPATLANTA macrumors member

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    Aug 6, 2011
    #9
    This has happened on multiple iPhone 8plus units. I had users update from 11.3 to 11.4 Beta and issue was resolved.
     
  10. cmichaelb macrumors 68020

    cmichaelb

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    Kansas
    #10
    I have had not had this issue with my iPhone 7+. I wonder if it only effects models later in the iPhone 7 series life cycle.
     
  11. Rocko99991 macrumors 6502a

    Rocko99991

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    #11
    Happened to my 7 plus. They wanted $349 to fix it. Diagnostics show mic failure.
     
  12. DougLewis933 macrumors newbie

    DougLewis933

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    May 4, 2018
    #12
    --- Post Merged, May 4, 2018 ---
    happened to my 7+ and Apple Store's solution... buy a new iPhone 7+ or upgrade to a X. I upgraded to a X...
     
  13. now i see it macrumors 68040

    Joined:
    Jan 2, 2002
    #13
    Some strange info here:
    11.3 will permanently mess up some iPhone 7 microphones which will then require a hardware repair to fix.
    It's as if 11.3 bricked a microphone chip.

    So to those of you hemming & hawing whether to get a 7 or 8, well you now have your answer
     
  14. braddick macrumors 68040

    braddick

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  15. jpbknirr macrumors newbie

    jpbknirr

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    #15
    I'd say 11.3 is a mess. Time to recuit new a beta test squad.
     
  16. thadoggfather macrumors G4

    thadoggfather

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    #16
    They acknowledge it but don’t allow downgrading, only 11.3.1 signed
    Hmm
     
  17. RobaxMan Suspended

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    May 1, 2018
    #17
    I'm seeing a spike in X sales!
     
  18. C DM macrumors Sandy Bridge

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    #18
    Would downgrading resolve the issue on affected devices?
     
  19. HacKage macrumors 6502

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    May 14, 2010
    #19
    Not entirely sure whether it is software related, or whether it's more down to phones being of a certain age. The iPhone 7 is riddled with Audio IC problems due to a weakness on the PCB akin to the touch issues seen on the iPhone 6 Plus. The company I work for have a queue of iPhone 7 with Audio IC faults at least 10 deep every single day. I would say this is a more common issue than the iPhone 6 Plus touch issues purely down to the amount of repairs we are seeing booked in.

    Save this comment for the future, because I guarantee it that Apple will be forced to offer a repair program for iPhone 7 series with audio issues.
     
  20. apolloa macrumors G4

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    Time, because it rules EVERYTHING!
    #20
    What a surprise they broke something else..

    I do hope they haven’t been using this bug as an excuse not to replace throttlegate batteries!!
     
  21. MrGuder macrumors 68030

    Joined:
    Nov 30, 2012
    #21
    And how many people are going to say OK that's the last straw let's upgrade to the iPhone X, win-win for Apple.
     
  22. tills24 macrumors member

    Joined:
    May 10, 2010
    #22
    Yesterday, after 5 weeks of no mic, I finally got my work to pay for a repair/replacement for my 7 Plus, because the bottom mic didn't work. Glad to see that today it's an official issue, grrr.
     
  23. MrGuder macrumors 68030

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    Nov 30, 2012
    #23
    Hold on to that receipt you might get reimbursed ONE day from Apple may take years but it's possible.
     
  24. coolfactor macrumors 601

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    Jul 29, 2002
    Location:
    Vancouver, BC CANADA
    #24
    Just upgraded my gf from an iPhone 6s 16GB to an iPhone 7 128GB because she was always running out of space when capturing photos and video.

    Hopefully this problem does not affect her iPhone 7 because we're not anywhere near an authorized Apple service dealer, and can't do without the phone for a few days, as it runs our business.
     
  25. JosephAW macrumors 68020

    JosephAW

    Joined:
    May 14, 2012
    #25
    And Apple wants me to upgrade from iOS 10 to 11. No deal.
     

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