Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Apple Stores Get New Diagnostic Tool for iPhones With Unexpected Restart Issues

MacRumors

MacRumors

macrumors bot
Original poster
Apr 12, 2001
65,979
34,773


Apple Stores and Apple Authorized Service Providers have a new tool in their arsenal to determine if a customer's iPhone is unexpectedly restarting.

iPhone-Apple-Logo-Boot.jpeg

When a customer with an iPhone 11 or newer indicates their device is unexpectedly restarting, Apple Stores and Apple Authorized Service Providers can run a new "System Stability" diagnostic tool, which will evaluate the device's analytics logs to determine if multiple unexpected restarts have taken place over the previous 14 days.

If the diagnostic determines unexpected restarts have taken place, Apple advises technicians to proceed with a hardware repair, according to an internal memo obtained by MacRumors. If the diagnostic passes, Apple advises technicians to direct the customer to a new support document with hardware and software troubleshooting tips.

The new diagnostic tool provides Apple technicians with a faster way to determine if a customer's iPhone is unexpectedly restarting compared to existing methods, such as restoring the device or manually reviewing analytics logs for kernel panics.

The new "System Stability" diagnostic suite is part of Apple Service Toolkit 2.

Article Link: Apple Stores Get New Diagnostic Tool for iPhones With Unexpected Restart Issues
 
Article Link
https://www.macrumors.com/2022/08/03/apple-store-system-stability-diagnostic-tool/
Last edited:
  • Like
Reactions: SFjohn and RouterCFW
Holy crap, I was JUST in the Apple Store yesterday and a customer was complaining about his iPhone restarting. I was there to get replacement AirPods and this guy kept butting into my conversation with the Genius. I hope he got his issue resolved.
 
  • Wow
  • Like
Reactions: mayga1 and JosephAW
My iPhone 11 Pro Max is still going strong. Good thing I still have Apple Care+ on it. Started my third year of coverage in May. :)
 
My problem now with my iPhone 11 Pro Max is a software issue, when I went from iOS 14.8.1 to iOS 15.6 recently, I have to keep toggle airplane mode several times a day to regain cellular data, never had this trouble with iOS 14. :confused:
 
With so much to do, it's no surprise that the kernel panics every now and then. We should allow it to take scheduled breaks so it can relax and recharge.
 
  • Like
Reactions: z4co
An intelligent manager in Apple HQ has just updated the Support Document...

Check your hardware​

On an iPhone 6 or later, check your battery health under Settings > Battery > Battery Health.
If your battery doesn't need service, and your iPhone, iPad, or iPod touch continues to frequently restart or turn off, contact Apple Support.
If your apps quit unexpectedly, learn what to do.
If your device has a frozen screen, doesn't respond, or becomes stuck when you turn it on, learn what to do for iPhone, iPad, or iPod touch.
Rather than waste your time with the above, buy yourself a nice Samsung phone.
 
  • Haha
  • Like
Reactions: mayga1 and Hardijs
Only iPhone 11 and newer? So if my iPhone XS Max suffers unexpected restart repeatedly I cannot get any help? :X
 
iPhone 11 Pro Max and I didn’t experience any unexpected restarts or crashes until I installed the iOS 16 PB2 - which by necessity, must be installed via an OTA update, which I’ve long understood to be a less reliable method of updating. This is the first and last time I will ever OTA update my iphone. Never again!
 
  • Haha
Reactions: CaptainFS and Sammy in SoCal
Just wait until people just figure out a way to trigger unexpected restarts with some sort of device that shorts out their lightning connector or something so they can get free battery replacement. I assume they just give you a new phone?
 
  • Haha
Reactions: Sammy in SoCal
I haven't had restart issues, but my 13 Pro has been very buggy since I got it. Maybe 5% of the time when opening the camera from the lock screen, the whole thing freezes and needs to be restarted. Same goes for making phone calls, and a few other strange behaviors.

Anyone had luck resolving these?
 
  • Like
Reactions: Loicvan
For those who are in countries that do not have a local Apple store but Apple authorized reseller/service center, when your device has a cracked glass/screen/LCD/OLED [or any other physical damage], do they just replace the device or do they perform repair?

I had to resort to a 3rd party non-Apple certified service center for my iPad 9 Wi-FI 256GB with broken glass and LCD since [1] it costs less [2] they will not replace the device [3] I did not have a backup of the contents since the Apple authorized service center I contacted through Viber mentioned they do not perform repair but replace the device while still under warranty. It does not have an Apple Care and it was purchased on installment/monthly payment basis and was not bought from a mobile carrier nor from an Apple authorized reseller.

The issue after repair I am noticing right now is the auto-brightness does not work and battery life seems to be shorter than prior to the repair. I am suspecting that [1] the front camera module got replaced [2] the ambient sensor was not re-connected prior to gluing the glass [3] the battery might have been replaced

I also had my iPhone 6s repaired the same day and was diagnosed that its U2 IC, I'm not entirely sure if that was the correct terminology, needs replacement. Prior to the repair, the battery life was less than 90% and the iPhone gets very hot for a very short period of usage and even though it has not reached 1% battery charge it immediately shuts down with weird LCD issues. Battery health right now is 100% it's just that it does not display the percentage of battery use of every app but just has a blank or dash instead of the actual number.

It is as they say, you go cheap but you will have to live with it, or in other words tolerate the effects afterwards. I guess it is also my fault for not staying while the device was being repaired and only came back when it was done.
 
How does it work with AppleCare+ nowadays by the way? Can you still get an express exchange, where they send you a new replacement phone, before even receiving your broken phone? I liked how you would get a new / refurbished phone instead of just getting part XY repaired before.

I am asking this after having paid AppleCare+ for my iPhone, Apple Watch, iPad and MacBook Pro for the last 1+ years 😅 🤣
 
JosephAW said:
My problem now with my iPhone 11 Pro Max is a software issue, when I went from iOS 14.8.1 to iOS 15.6 recently, I have to keep toggle airplane mode several times a day to regain cellular data, never had this trouble with iOS 14. :confused:
Click to expand...
It could be a carrier configuration issue. https://support.apple.com/en-us/HT201270

I’ll save you the trouble of calling AppleCare. Back up all the data you wish to keep and reset the phone to factory. https://support.apple.com/en-us/HT201252
 
  • Like
Reactions: JosephAW
incoherent_1 said:
I haven't had restart issues, but my 13 Pro has been very buggy since I got it. Maybe 5% of the time when opening the camera from the lock screen, the whole thing freezes and needs to be restarted. Same goes for making phone calls, and a few other strange behaviors.

Anyone had luck resolving these?
Click to expand...
I used to work for AppleCare. If the following doesn’t work then call AppleCare (it’s free) and request a remote diagnostic and go from there. https://support.apple.com/en-us/HT201252
 
  • Like
Reactions: CrzySxyCl and incoherent_1
winxmac said:
For those who are in countries that do not have a local Apple store but Apple authorized reseller/service center, when your device has a cracked glass/screen/LCD/OLED [or any other physical damage], do they just replace the device or do they perform repair?

I had to resort to a 3rd party non-Apple certified service center for my iPad 9 Wi-FI 256GB with broken glass and LCD since [1] it costs less [2] they will not replace the device [3] I did not have a backup of the contents since the Apple authorized service center I contacted through Viber mentioned they do not perform repair but replace the device while still under warranty. It does not have an Apple Care and it was purchased on installment/monthly payment basis and was not bought from a mobile carrier nor from an Apple authorized reseller.

The issue after repair I am noticing right now is the auto-brightness does not work and battery life seems to be shorter than prior to the repair. I am suspecting that [1] the front camera module got replaced [2] the ambient sensor was not re-connected prior to gluing the glass [3] the battery might have been replaced

I also had my iPhone 6s repaired the same day and was diagnosed that its U2 IC, I'm not entirely sure if that was the correct terminology, needs replacement. Prior to the repair, the battery life was less than 90% and the iPhone gets very hot for a very short period of usage and even though it has not reached 1% battery charge it immediately shuts down with weird LCD issues. Battery health right now is 100% it's just that it does not display the percentage of battery use of every app but just has a blank or dash instead of the actual number.

It is as they say, you go cheap but you will have to live with it, or in other words tolerate the effects afterwards. I guess it is also my fault for not staying while the device was being repaired and only came back when it was done.
Click to expand...
Depending on where you live, your country/province/state might have a law that extends the warranty period for up to 5 years. It’s usually called Consumer Electronics Guarantee or similar. Apple will not volunteer this information.

iPads with screen damage typically are just replaced with a new one.

As for your phone it sounds like it was replaced with a third party battery. The charge controller probably can’t communicate with it. You could try resetting it to factory, but back it up first!

AppleCare tech support phone and chat is available worldwide at no cost.
 
  • Like
Reactions: winxmac
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back