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Apple Rolling Out Remote Diagnostics Tool for iOS Devices?

MacRumors

macrumors bot
Original poster
Apr 12, 2001
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Hardmac reports that Apple has made an internal announcement that it has completed work on tools that will allow support technicians to utilize remote diagnostics on iOS devices, receiving key information about device state. The report notes that the tools will allow Internet and telephone support staff to provide enhanced device support without customers having to bring their devices in to an Apple store or service center.
In effect, this systems operates entirely online. An email is sent to the device containing a URL (this can alsoo be entered by hand) and the device will connect via Mobile Safari and the telephone to start internal checks and sends the result of it to the Apple servers to which the service centres are connected.
The diagnostic system submits the Unique Device Identifier (UDID), device name, battery health and charging information, installed iOS version, and data on improper hangs and shutdowns.

As noted by AppleInsider, this tool sounds essentially identical to the existing iosdiags.apple.com site, which has been used for some time by Apple retail stores to wirelessly gather system information.
Currently, the Web application only works with an employee Apple ID and is not connected to an iTunes account. The data culled from the service reportedly provides an Apple Genius with the same information they would obtain plugging in an iPhone at the Genius Bar with a USB cable.

The system was said to have been put in place to make it easier to conduct mobile appointments away from the Genius Bar, in an effort to make it less crowded, AppleInsider was told. Using this tool in-store allows an employee to access diagnostic information wirelessly and quickly.
That iOS diagnostic functionality has been around for quite some time, first appearing as an OS X application for Geniuses known as Behavior Scan and used to read diagnostic information from devices connected via USB. That functionality later made its way to iOS in the form of the hidden iOS Diagnostics application, documented in our forums a year ago.




One of our retail contacts has told us that the iOS Diagnostics feature is currently not widely used in retail stores, as it is generally faster and easier to simply plug the device in at the Genius Bar. But it appears that Apple may finally be preparing to officially expand the remote diagnostics to allow users to take advantage of it upon direction from an Apple support agent. The expansion would offer a new method for remote support staff to receive information directly from a device rather than relying on the user to accurately track down and report the relevant details.

Article Link: Apple Rolling Out Remote Diagnostics Tool for iOS Devices?
 

troop231

macrumors 603
Jan 20, 2010
5,721
440
Sounds like a way for Apple to detect that you have jailbroken it and deny you any warranty.
 
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Žalgiris

macrumors 6502a
Aug 3, 2010
934
0
Lithuania
Sounds like you shouldn't expect them to service a product you fundamentally altered. Does MS answer Adobe's support calls? Does HP service your Dell?

You know very well that's a strawman argument right there. Jailbreak does nothing wrong to the hardware. This is just Apple doing it's thing that's all.
 
Comment

fishmoose

macrumors 68000
Jul 1, 2008
1,738
153
Sweden
It is beyond stupid to assume Apple would develop tools for support just to detect a jailbreak, believe it or not - but Apple really isn't that obsessed with teenagers hacking their phones and pirating apps...

They make support tools to faster diagnose their products and thus save money on cutting down time spent on a device.
 
Comment

seamer

macrumors 6502
Jul 24, 2009
426
164
Chances are if you have a JB phone, you won't really care about taking it to the Genius bar. Just sell it on eBay/craigslist.
 
Comment

WestonHarvey1

macrumors 68020
Jan 9, 2007
2,464
1,291
Žalgiris;13275610 said:
You know very well that's a strawman argument right there. Jailbreak does nothing wrong to the hardware. This is just Apple doing it's thing that's all.

Why should they have to waste their time trying to help you if your phone's software has been altered? They can no longer count on their own knowledge base your phone's software doesn't conform to their knowledge base.

Oh, and:

Go Japanese Whaling Fleet. Death to Sea Shepherd. Die most miserable and painful death possible.
 
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Crzyrio

macrumors 65832
Jul 6, 2010
1,503
899
Sounds like a way for Apple to detect that you have jailbroken it and deny you any warranty.

lol.

This tool will save people from having to make trips to an Apple Store (Where they could easily see its Jailbroken). and no more having to read out your serial number or anything

Just go to the URL and put your phone down and wait for them to do all the work.
 
Comment

Kaibelf

Suspended
Apr 29, 2009
2,445
7,436
Silicon Valley, CA
You know very well that's a strawman argument right there. Jailbreak does nothing wrong to the hardware. This is just Apple doing it's thing that's all.

Nonsense. If you alter the OS, can YOU or whoever developed the break make sure that there's absolutely NO effect on every function of the device? Why should Apple have to root around trying to find the source of a problem that may or may not be their device or OS? And why should any reasonable person who doesn't jailbreak their phone have to wait longer for support because of it?
 
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justinfreid

macrumors 6502
Nov 24, 2009
491
6
NEW Jersey / USA
Hopefully full VNC will follow

I hope this is introduction of the remote diagnostic tool is the beginning of a trend that eventually allows for native VNC of iOS.
While the iPhone Configuration Utility is useful, important support usually needs to be done while a user is mobile. A FaceTime like acceptance screen could manage VNC requests and I could see an orange floating bar (like the green one while in a call) at the top of the screen to indicate to the host user that their iPhone is being controlled.
Also, I bet enterprise IT departments will at some point get access to the diagnostic tool.
In any case, this seems like a good step towards managing iPhones in the field.
 
Comment

writingdevil

macrumors 6502
Feb 11, 2010
254
32
huh?

I knew the termination of Jobs would mean Apple goes downhill.

...how does a service to handle probs away from store means apple has gone downhill???

...but, if you're in the "conspiracy by apple" movement, then no amount of logic will have any impact and it's best to let that movement stew,i guess.

...this would save me some time on occasion, especially on location for a shoot as recently happened, not even within driving distance of help...so it works for me....
 
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cmwade77

macrumors 65816
Nov 18, 2008
1,057
1,168
Sounds like a way for Apple to detect that you have jailbroken it and deny you any warranty.
Well considering I had to get my screen replaced by a third party company (Apple was way too expensive), I doubt they would honor the warranty anyway. That being said, I could see it leading to this, which would be a real shame.
 
Comment

vrDrew

macrumors 65816
Jan 31, 2010
1,371
13,320
Midlife, Midwest
Sounds like a way for Apple to detect that you have jailbroken it and deny you any warranty.

I swear that if Apple announced they were giving everyone in North America a free MacBook Air; a tasty chicken sandwich; and a case of Pepsi - within five minutes there'd be some fool on here whining that they were discriminating against vegetarians, promoting childhood obesity, or advocating socialism.

Several thrillion dollars of electronic infrastructure; billions of man-hours of scientific and engineering labor; and the fruits of two thousand years of scientific discovery have given us the Internet. A tool that allows some people to moan, ad nauseum, to an unwilling audience located in every corner of God's Green Earth.
 
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charlituna

macrumors G3
Jun 11, 2008
9,632
815
Los Angeles, CA
You know very well that's a strawman argument right there. Jailbreak does nothing wrong to the hardware. This is just Apple doing it's thing that's all.

According to my sources 90% of all Genius Bar appointments for mobile devices are for software issues.

As for the whole 'not in widespread use' my sources tell me that that is BS as well. All mobile devices are checked using the web based system. The only time they plug in a device to a computer is the rare occasion that the diags server is done or to restore a phone
 
Comment

AidenShaw

macrumors P6
Feb 8, 2003
18,663
4,658
The Peninsula
Why do you just assume that these decisions and patents were filed in like <1 week?

Actually, Jobs has been more-or-less gone since his latest medical leave started in mid-January.

Which more-or-less coincides with Apple's lawyers becoming more visible than Apple's designers and engineers.
 
Comment

vitzr

macrumors 68030
Jul 28, 2011
2,766
3
California
Such thrilling news for Apple. Direct access to all the personal info they can possibly gather. No wonder they built that big data center. I knew Jobs was brilliant. :)
 
Comment
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